Every business center irrespective of its size needs a call center for resolving problems, creating a more substantial customer base, and enhancing its business image. A call center business is an efficient and smart way to improve revenue models while primarily focusing on the primary procedures of procuring business.
Earlier, setting up a call center from scratch used to take months, but today, businesses with advanced technologies can establish call centers in just a handful of days using SaaS call center software. All it takes to set a SaaS call center is a quality headset, stable internet connection, and a system for programming. Arrangements for a call center can be made in an office space (if the business is large or mid-sized) or at home (suitable for small-sized firms).
In this article, we will guide you through setting up a SaaS call center in seven easy steps.
Planning a SaaS Call Center
1. Identify the type of call center you want to set up
Your business set up is the key to determining the structure of the call center. The business setup can be as follows:
1. On-Site Call Centers
An on-site call center is an excellent choice if you want to expand your company and cater to large corporations or businesses with high turnovers.
Running an on-site call center in developed cities will advantage you with a smooth internet connection, high speed, and easy availability of call center software.
Running an on-site call center, however, is expensive. Rent is usually high in most cities for renting a corporate space, and thus you will probably have to pay a premium for community utility services.
2. Virtual Call Centers
A virtual call center is an ideal choice when the business does not have much money to spend on setup. For a virtual call center, the company doesn’t have to pay overhead costs like rents, utilities, and the internet because the team handles the operations remotely.
However, for large and mid-sized firms, it will not be easy to manage a large remote workforce, particularly if the business does not have the right resources in place. Assessing efficiency and work output will also be hard to find.
Therefore, if you intend to go virtual, significant consideration must be given to using the appropriate applications for efficiency and performance management tools.
2. Focus on the type of call center
The services you provide through your business will define the type of call center needed.
1.Outbound Call Centers
Outbound calling focuses only on outgoing calls. They engage in telemarketing calls, sending surveys, and fixing dates.
2. Inbound Call Centers
Inbound calling concentrates on services like responding to queries, receiving orders from customers, and providing tech support.
Telemarketing is all about promoting a product or service by outlining principal characteristics or engaging potential customers with special offers.
4. Web-enabled service
A web-enabled service assists customers when they touch a “talk to us” or “call us” button on a website. A web-enabled service is useful for customers who need more information about the product or service before placing an order or need any other help.
3. Invest in essential tools
The essential tools include computers, office supplies, headsets, phones, telephone lines, high-speed internet connections, and call center software.
Buy software that will allow you to handle calls, track data, and maintain a call log. You will need to invest in a separate telephone line that is committed entirely to the call center business.
4. Discover a suitable location
The area of your call center plays a significant part in deriving the success of your business. You will need to draw a business outline and research for the areas that will be suitable for you to set up a call center. However, setting up a call center in an unknown area will be unsafe, as knowing the rules and regulations of that particular area might take time to adjust within the first place. Make sure to interact with local agents to learn the costs associated with the setup and the permissions you will need with each area. If you are planning to start a call center from your home, then check out the area’s administration restraints by contacting the local administrator.
5. Complete the paperwork beforehand
You must know, starting a call center, like any other business, requires a slew of documentation. You must talk to local officials to obtain permission to start the call center (both on-site and virtual).
6. Establish a budget
Managing a call center is not too economical. You will have to spend your money on possessions like call center software, equipment, registration fees, documentation, and licenses, to name a few.
Therefore be wise while spending money; otherwise, you will end up overspending on things you do not need for your business call center.
7. Customize the service to meet customer’s needs
1. Establish systems that handle different types of calls and requests you receive in advance, and
2. Work with a call center beforehand to understand and incorporate the whole system into the operation.
If your business does not invest time in planning how the call center will work, then it is doomed to fail. Therefore, before the Setting up a call center, you will need to define your customer service processes and ensure they address the issues faced by your customers.
For that, you will need to have a stable system in place that allows your customer to reach you via call center service number. Your service must also allow them to schedule appointments if any of the call center members are not available at that moment of the call.
With tons of businesses looking to outsource their call center functionalities, setting up a call center is a profitable business idea. However, setting up and managing a call center is not straightforward. There are undoubtedly many adjustments that need to be done to get it correct, but following the above steps will ensure that your call center stays in sync with the rest of your business.
What are you waiting for now? Get ready to take advantage of SaaS and take your call center to the next level.