How to Setup Call Center?

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What Is A Call Center Setup?

Now a days, Call centers predominantly rely on internet-based phone services. It not only streamlines customer service but also enables the agents to access customer data to provide excellent support. The induction of a cloud-hosted call center has given an edge to the call centers as the agents don’t have to be in the same building or at the same place to solve the queries of the customer.

In the recent past, the investment on call center setup was hefty and time-consuming. All the agents needed to be at the same place to redirect the call to the other agents. Since the arrival of the VoIP call center setup, these centers are now experiencing a high degree of flexibility and advancement. These Cloud-hosted VoIP Call Centers can now devise different strategies, designs, and systems befitting the needs of their very organization.

Why Does Your Business Need Call Center Setup?

The Call Center industry is growing at a striking rate. Every business, whether it’s small, medium, or large, needs a call center set up for customer service or lead acquisition. If the existing clientele is happy with your services, they will provide your recommendations to others. It will strengthen your relationship with the customer. Your agents can receive calls directly on their computers or phones irrespective of their work location. It will make sure that no calls go unnoticed. The managers or the designated official can log in to the call center software to observe the performance, call recordings, customer satisfaction, etc. Setting up a call center will ensure your long run in the market.

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Setting Up A Call Center In 4 Simple Steps

A SaaS cloud-hosted call centers can be set up in a matter of minutes.

1. Define The Type Of Call Center You Need

  • Inbound call center setup
  • Outbound call center setup
  • Blended call center setup

2. Callers Approach Towards Your Agents

  • Once you have decided which cloud-hosted call center setup to go for, the next step is setting up your Interactive Voice Response (IVR). It will determine how your callers will reach your agents.
  • IVR:
  • It will determine whether your callers get connected to the agent directly or via an IVR. You can also add a welcome message and offer a menu of choices. Also, it will allow customers to choose from single-level or multi-level options.

  • Self-service:
  • Your IVR can handle necessary inquiries or connect with other applications to create or cancel reservations, bookings, and more.

3. Skill-oriented Grouping Of The Agents

A call center consists of agents specializing in various domains. Call center software connects the call of the customer to different Skill Groups. You can create different skilled groups based on the skillset of the agents. Staff with the specialized expertise of a product will answer queries for that product. The team exclusively handling operational problems like shipping, and delivery issues may be authorized to process refunds. Thereby, each agent gets assigned to separate skill groups.

4. Automated Call Distribution (ACD)

It will allow prominent customers to connect with the call center official or agent with the required skillset when the call volume is high.

The total number of incoming calls get equally divided in a round-robin manner. This system is preferable for sales call centers or where the staff does not exclusively handle requests alone

Features Of Call Center System

CallHippo Feature - Power Dialer
Power Dialer

Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.

CallHippo Feature - Smart Switch
Smart Switch

Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.

CallHippo Feature - Global Connect
Global Connect

Global Connect helps you know the right time to call your international clients.

CallHippo Feature - Smart Call Forwarding
Smart Call Forwarding

Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.

CallHippo Feature - Call Transfer
Call Transfer

The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.

CallHippo Feature - Call Conference
Call Conference

It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.

CallHippo Feature - Call Queuing
Call Queuing

A Call Queue places incoming call in a line when the agent is busy attending other customers.

CallHippo Feature - Call Barging
Call Barging

Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.

CallHippo Feature - Call Recording
Call Recording

Record every call on each of your numbers to better monitor your performance as a team.

CallHippo Feature - Voice Mail
Voice Mail

Receive voicemails by email in your inbox. Play them directly from your email.

CallHippo Feature - Call Analytics
Call Analytics

Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.

CallHippo Feature - On Hold Music
On Hold Music

On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.

Advantages Of Cloud-Hosted Call Center Setup:

1. Reduced Costs

Setting up a call center reduces the cost associated with staffing of call center agents and infrastructure. It also eliminates overhead costs as external service providers use their own call center software. Consequently, all these aspects add up to huge savings and improve your bottom line eventually.

Know call center setup cost here.

2. Improved Call Quality

Excellently trained and proficient call center agents can handle calls within a moment’s notice, which significantly enhances the service quality during peak hours. Overflow calls, if redirected to them, reduce wait times and customer frustration. It will ensure that both your in-house agents as well as your outsourced agents won’t feel rushed. As they would know that there are numerous qualified agents in the field to take care of the calls. It will drastically improve the quality of customer service and minimize turnaround time.

3. Business Continuity

In case of any adversity, external service providers can play a significant role. If the system of your call center goes down or there is a power outage, they can take care of calls till the time you get entirely settled. It is a cost-effective solution to ensure business continuity. It will make sure that you don’t lose a call due to factors beyond your anticipation.

4. Enhanced Consumer Satisfaction

Cloud-hosted VoIP call centers will provide improved customer satisfaction when your agents can handle peak call volume more effectively and spend time meeting the customer’s needs. Shorter wait times and excellent customer support can translate into more satisfied clientele.

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Frequently Asked Questions

  • For an early-stage startup, one should calculate the budget. Then comes the choice to have an on-site call center or a virtual.Next step is deciding key performance indicators (KPIs) that ascertain the efficiency and quality of your contact center. Then comes the decision of whether your business needs a physical setup or a virtual team to operate. If a physical setup is preferable to you, choose a location near your headquarters and one that is easy to commute to.It is crucial to choose the right set of technologies and tools with appropriate features and functionalities. You then have to purchase hardware and software accordingly.

    One shall decide on the type, strength, and capabilities of the team to begin recruitment. Finally, train the selected team on the process and protocols needed, and your call center startup is ready to operate.

  • Almost all consumer-facing industries can benefit from a call-center setup. Any business wanting to boost sales and provide a better service/support to customers/clients can benefit majorly from a call center setup.

  • With a call center in place, firms can improve customer experience, reduce complaints, resolve customers' issues and improve overall brand loyalty. It helps organizations anticipate changing customer demands, improve customer experience and adjust their strategy for growth.

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Published by Nishita

Last updated: October 19, 2021