Call Center Setup
Setup Call Center For More Than 50+ Countries
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, call center setup cost was expensive and time-consuming. Since the arrival of the VoIP bpo 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 services are 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 virtual call center will ensure your long run in the market.
How much does a call center setup cost?
A BPO setup cost primarily depends on the size of your business and the type of call center you choose to set up. Although, today, companies of all sizes can easily set up new call centers worldwide by utilizing VOIP technology and cloud-based software systems. The basic setup includes just one phone, a desk, and a headset, in addition to a good internet connection and software.
However, BPO cost would involve constructing, furnishing, and equipping a facility on-site if you’re setting up an office. These costs can quickly add up to $2,500 and $10,000 per workstation to fully operational a new call center.
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How To Set Up A Call Center?
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 employee.
- 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 virtual call center consists of teams specializing in various domains.
Call center software connects the call of the customer to different skill groups. Analyst 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 team 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 Software
Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.
Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
Global Connect helps you know the right time to call your international clients.
Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.
The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.
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.
A Call Queue places incoming call in a line when the agent is busy attending other customers.
Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
Record every call on each of your numbers to better monitor your performance as a team.
Receive voicemails by email in your inbox. Play them directly from your email.
Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.
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.
What Are The Advantages Of Cloud-Hosted Call Center Setup?
1. Reduced Costs
Setting up a successful 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 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. Call center managers can also manage teams productivity from anywhere in the world.
Frequently Asked Questions
What are the steps to set up a call center for an early-stage startup?
Which industries need a call center desk setup?
How can a call center setup benefit your business?
How to start a call center
Customer is king – this saying has never held more importance than now! You need to take time and effort to serve your customers well in order to retain them.
Service is all that matters, so companies need to take the extra step to provide quick and impactful assistance when required.
If you want to delight your customers and make sure that they don’t switch over to rivals, communication is the one aspect that you need to work upon.
Any organization needs to have multiple channels through which its clients can get in touch with them.
A call center is an ideal solution, as it will have a dedicated team of support representatives who can answer all customer queries and provide them with exceptional service round the clock.
In fact, nowadays the market is inundated with various call center software for your business and managing their corporate communication in a more structured manner.
The call center industry is growing at an unprecedented rate. It is expected that by the year 2020, the revenue generated by this dynamic industry will reach 400 billion, and it will employ a global workforce of over 1.8 million employees.
We know how competitive the current business landscape is – cut-throat competition prevails in every field. In such a scenario, how to start a call center should be one of your prime business objectives.
It can lead to an exponential increase in sales, streamline lead management, and enhance customer satisfaction levels.
It is not too late to include an outbound or inbound call center in your organization’s long-term roadmap. However, many organizations struggle with the idea of investing time, effort, and money in setting up their own outbound or inbound call center from scratch.
Well, the actual truth is that it is an extremely simple process – a little planning and foresight can make sure that you face no problem.
Creating The Perfect Plan To Setup Your Call Centers
Setting up your own outbound or inbound call center will definitely have a positive impact on your business’s bottom-line results.
It is imperative to have a mental blueprint before you start the process. Without proper planning, you may find yourself in a difficult position.
Take out adequate time to strategize before you start the setup procedure. Make sure to talk to other people about their experience while call centers setup, up so that you can avoid common mistakes and pitfalls.
Here are some tips that will prove to be useful while opening a brand new contact center:
1. Fix A Budget
The monetary budget is super important, as nearly? everything will depend on this particular factor. The first step for any organization that has decided to set up a call center is to assess all the funds at hand.
You will need to differentiate between the initial investments for setting up the infrastructure and keep aside a chunk of money for recurring expenses. Ensure that you put your plans in writing so that you have a crystal clear idea.
Chalk down the expected timeframe in which you expect to break even, and start generating revenues.
Try to dedicate a maximum amount of money to set up your call centers, and do not consider it a drain on your resources.
Remember, there will be tons of indicators that will contribute to business profits once your call center business is running – higher leads, increased sales, better customer satisfaction, and a motivated workforce.
2. Decide On A Virtual Call Center Or On-Site Call Center Also Outbound Or Inbound Call Centers
Another crucial decision before even thinking of establishing a call center business is to decide whether your business needs a virtual call center setup or an on-site platform.
An on-site call center will translate into heavy dependence on your internal IT team. They will be responsible for installing, maintaining, and configuring the call center software.
The in-house team will handle all the hardware, and software requirements, along with any future system upgrades. Deciding on an in-house call center will have heavy demands on your space requirement, and also prove to be expensive.
All the servers that host the system will need to be managed by your organization, hence you will need to hire IT expertise. However, it will definitely give your business full autonomy and control over the communication process.
Nowadays most organizations prefer to invest in cloud-based virtual platforms due to convenience and flexibility.
In a virtual solution, an efficient service provider handles the infrastructure and hardware. Your organization will just need a high-speed Internet connection to get started, rest there is no pressure of installation or maintenance.
A virtual call center also encourages remote working across different time zones; hence it is highly advantageous for a call center. The only drawback may be the dependence on a third-party provider for any routine problems.
3. Establish Business Goals And KPIs
Make sure to define the business goals and key performance indicators of your call center early on. You need to know what purpose your call center will serve to make further decisions.
For example: if your call agents will be cold calling leads, make sure to set up an outbound call center software. However, if your company receives a high volume of calls from customers daily, it would make better sense to invest in inbound call center software, so that you can provide better customer service.
Set up quantitative parameters (known as key performance indicators) that will determine the speed, efficiency, and quality of service of your call center.
This should be part of your long-term corporate strategy so that you can track these metrics and enhance performance continuously.
4. Decide on A Specific Location
This is another tricky question – will you prefer to have a physical office space setup or a team of virtual agents.
Any virtual contact center software will give your team the ability to serve customers remotely, however, if the scale of operations is large, you may prefer to set up a physical office.
Make sure to choose a location near your business headquarters that is accessible to your team. Another key consideration is that the location should be easy to commute to; hence your employees should be able to access it by their own transport modes, and even public transport.
Select a site with ample parking spaces so that your team members do not face any problems. Your physical location will impact a number of internal performance parameters, so survey around wisely, and rent out the best location for your call center.
5. Pick The Right Tools And Technologies
In order to perform at maximum level efficiency, your call agents should have access to the right tools and technologies. Right at the beginning, use an outside-in approach to understand what technological assets and knowledge base your call center will require for optimum functioning.
List down the core technologies that you will require such as the predictive dialer, call routing, recording, and workforce optimization.
Call analytics is another vital area that every contact center should cater to, as you will need to monitor metrics such as call volume, average waiting time, and call duration.
Make a list of hardware items so that you can purchase them well before setup – headsets, cables, laptops, smartphones, or personal computers.
This will help you remain organized, and not lose out on vital time during the final stages of the call center setup.
6. Recruit The Team For Virtual Call Centers Or On-Site Call Centers
Human resources will be your biggest asset; so do not ignore this important component. You need to attract the best available talent in the market, so make sure to build a brand that pulls people.
Firstly, decide on the number of agents that you will require to man your call stations. Then decide on a recruitment strategy – internal or external.
Internal recruitment will be based on references from your existing employee base, whereas external requirements would mean tapping into the environment through advertisements, or trained consultants.
Chalk down an onboarding process to welcome the new employees, and set aside a particular period of time for training. Keep the morale high, and engage your workforce to ensure that you have a team of happy performers!
An in-house call center can make your business reach the greatest heights of success. It gives your loyal customers a two-way channel of communication so that they can make inquiries about products or services and gain speedy support.
A phased and planned transition can ensure that your call center setup occurs without any glitches or roadblocks. Follow this checklist, and focus on service quality to increase your business revenues by setting up your call center with ease!
What Is A Call Center Software?
Modern businesses have numerous communication technology options available at their disposal to leverage and extract benefits from it. A set of tools that they employ to establish multiple communication channels is call center software.
It’s available in several forms and functions like computer telephony, autodialer, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and many more. The call center software enables the call center agents to access the right information and details about the customer’s history.
It largely helps to improvise the overall customer experience. Setting up a call center increases business revenue and also helps in offering world-class service to your customer. You can easily incorporate it with your telephony and existing back-office applications.
Benefits That Call Center Software Offers
A sound quality call center phone system always offers flexibility to its users. It enables the firms to expand their business to several locations. Due to its ability to handle calls in diverse areas, the employees can seamlessly perform their tasks from any site.
The option of working from home or any location could be substantial. The agents with native language knowledge will entice new clients as a large number of the world’s population is not proficient or comfortable speaking English.
Consequently, it will also help in recruiting new agents at a lower cost rate.
2. Enhanced customer service
The primary use of call center solutions is to handle customer queries effectively. It is one of the most significant benefits of a call center setup in your environment.
By doing so, you can not only achieve an excellent customer experience but will also acquire a boost in your business. With the use of a call center phone system, companies can reduce the average turnaround time to a great extent with the features like customer relationship management, voicemail, call routing, and many more.
With these features, the callers no longer have to wait in the queue, they can redirect the call to the agent’s voicemail and can also request a callback. The call from the caller automatically gets forwarded to the most appropriate agent, thus reducing the wait time in the call transfer process.
3. Enterprise-grade Secure
A business is worthless without its customers and data. Keeping the client’s information intact is of utmost importance for any business.
The modern virtual call center software provides extra security when compared to a traditional model of call center solution. The present model renders data encryption, strong password policies, rules restricting access to user data.
4. Multiple channel support
The multi-channel support is predominant in offering customers a scheme to get the solution to their queries by being at their comfort level.
Call center company software assists in several ways, such as business phone system, chat, voice call, social media, email, and remote access.
5. Systematic call distribution
Every agent must get an equal opportunity to showcase their talent to get the most out of them. Depending on the performance of the agent, the management can utilize their skills for their convenience by assigning them the tasks/work they are best at.
Since the call center solutions provide the provision of assigning agents to different queues based on their credibility and proficiency, this offers an equal sharing of work among the team members.
Every company has different needs and requirements based on its client’s demands. Call center technology makes it possible to customize the software in a few steps quickly.
Customization makes your approach prompt and enables the agent on the call to fix any critical issue in a short span. It will contribute to strengthening your relationship with the customer.
7. Disaster recovery
In case of any adversity, the possibilities are that you might lose all the data. Therefore, a disaster recovery feature allows you to retrieve all the data efficiently.
Even if any one of the servers fails due to hardware issues, then other servers take over the system without causing any intrusion in the services.
Call center software permits real-time synchronization of data between servers. It helps in reducing the chances of data loss.
8. Data backup
Nowadays, security breaches and data theft are widespread. These scenarios might result in loss of data, which can cause hindrance and will bring interruptions in daily business activities.
Thus, the own call center phone system provides the user with an option to take data backup of all the critical customer information and other events timely.
9. 24/7 continuous support
As call center software offers round-the-clock availability support from various geographical areas. It renders the users with ease to reach the agents with any issues as per their comfort.
The clients and the average issues handled decides the success of an enterprise. Research conducted in the recent past has depicted that companies with continuous availability have much higher clients.
From this, it is evident that constant support adds to business productivity.
10. Quick data access
Modern call center software provides comprehensive information like the owner of the campaign, campaign number, detailed campaign history, etc. to the agent before they get inbound calls or outbound calls.
It keeps the progress of the campaign going even when the agent assigned to handle the issue previously is absent in the office or assisting other callers. If a situation arrives where the caller was working with an agent, and the agent is unavailable for a few days.
The caller might need urgent assistance. In such a case, the detailed history of the campaign regarding the query redirects to another agent.
It will create an excellent reputation for your company, and the customer will undoubtedly be providing recommendations for your company.
In a nutshell, the points mentioned above shed significant light on the professional aspect of the software. It is not only crucial for customer service agents but also substantial in enhancing the overall performance of the management.
Getting a call center software can promise a good Return on Investment and help you to keep pace with the rapidly evolving customer service industry. Get your business the best call center software from CallHippo.