Build Your Own Call Center

[csteven]

Hello, after working in call center for 5 years, I'd rather create my own. I'm in the midst of securing a contract with a customer who will outsource some of their calls to me. I need to build a call centre. Any ideas how long it will take to build a small one of 10-20 agents only? Besides office space, PC's, server, work-stations & hiring agents, I'll be looking at buying either new/used PABX, ACD, & agent/supervisor terminals. As the center will be small at first, I don't plan on investing in a workforce mgt tool (or other add-on tools) just yet. Any advice on starting up a bare-bones, small call center that can deliver good results for my client would be appreciated. Advice on types of equipment would also be appreciated.

Please no salesmen. Also, my location is SE Asia, but I'd expect the requirements to build a call center would be the same just about anywhere.

I'm sure there are others out there who would like to do the same, so this discussion is informative.

Regards,

Steve

[owaisz]

We are building a domestic call center for our own requirements. Initially it is about 8 agents which we intend to grow at the same time. We have kept two months for setting up the call centers, recruitment and training of agents.

We have the advantage that our company makes complete call center solution inlcuding call recording, ACD, IVR/VRU etc on Intel Platform and is a market leader in the local market.

We are based in Pakistan and intend to grow our business to include international call center business. As far as workforce management tools and other software accessories for operations, there are a number of freewares available and you can build your own on MS Excel from reading any good books on the topic.

Hope it helps. Please feel free to write to me if you want any references on books/tools etc or any assitance.

Owais
owais.zaidi@2bt.com.pk

[runningman]

Steve ... I strongly recommend to keep it simple! I have built small centers and big.
Firstly, there is a lot of reused equipment available that will do the trick nicely provided your client isn't demanding multi-media functionality. If buying new, there are now small key systems that will give you 6-12 queues for a call center.
Secondly, build your own CRM system. I did one in Access that in my mind was better than I could get from the big guys.
Thirdly, workforce mgmt software is not really needed with small #'s of reps. I absolutely agree with Owais that when you need it, build it yourself.

Good Luck

[katron]

Hi Steve,

One way to equip yourself with good office equipment yet cheaper is by contacting bigger call center that needed an upgrade for their tools and equipment such as computers, furnitures, etc. You would be surprised what you can get out of that! you may cut costs by half the price of brand-new equipment. There are many call centers who renew their system, computers, furniture, etc by the end of this quarter. Hence I see a chance for you to act on it right now. Other sources would be such as the local newspaper, auctions, closure of companies, etc.

Hope this would help

katron

[tf216]

Hi I too have just opened my own call center. I have about 30 agents. Basically what I did was use a consultant, to help with the infrastructure. They recommended I use an ASP based predictive dialer. I gotta tell you Its basically cut my cost in half. Not to mention that Im dialing anywhere around the world at a set price per minute. They set me up with a package deal on my minutes. For using the system, I didn't have to come up with any up front costs. I recommend you use the same guys I used. You can email me for their contact information if you like.


Good Luck


Tony
tf216@aol.com

[Alan Clayton]

I was recently looking into this as well...

take a look at www.whitepajama.com

www.promero.com

both are decent for what you are seeking

"not affiliated with either"

Regards

Alan