Starting a call center can be a rewarding venture, but it’s important to have a clear plan before diving in. While it doesn’t have to be expensive or complicated, you need to consider several key factors to deliver an excellent customer experience and run a successful call center business.
- Identifying your niche
- Understanding the technology
- Staying compliant with regulations
- Prioritizing customer experience
With this guide, we’ll walk you through these steps and more, providing all the information and business ideas you need to set up productive and profitable call center operations.
8 Steps To Starting a Successful Call Center
Here’s a breakdown of the key steps to ensure a smooth launch and a successful operation. Let’s start with identifying the type of call center (or contact center) you want to start.
1. Choose your call center type
The first thing to figure out is where your team will be calling from. There are three main options, each with its own perks and challenges:
- On-premise call center: It’s an on-site call center, traditionally set up, which offers control over the environment but comes with high upfront costs for office space, equipment, and ongoing maintenance.
- Virtual call center: A modern call center with remote work capabilities, reducing costs and offering a wider talent pool. However, you’ll need to trust agents to have a reliable and high-speed internet connection and a professional work environment.
- Omnichannel contact center: This takes things a step further by integrating various communication channels like email, chat, and social media. An omnichannel contact center provides a better customer experience but can be complex to manage.
So, which one’s right for you? It all boils down to your priorities.
👉 If you want more physical control and have the budget, an on-premise center might work.
👉 A virtual setup is ideal for budget-conscious small businesses and startups seeking flexibility, including the ability to have agents across different time zones.
👉 And if you want to provide an omnichannel customer experience across multiple channels, then an omnichannel contact center could be the way to go — whether you build an in-house team or outsource to a call center company.
Related: What Is a Call Center and How Do They Work?
2. Define your call purpose and goals
Before diving headfirst, take a moment to define your call center’s purpose and set some clear goals. This will be your business plan to success.
First things first, decide what kind of calls your center will handle.
Inbound call centers are those where customers reach out to you for help (think troubleshooting or order inquiries). Outbound call centers involve your team reaching out to others (like for sales, telemarketing, or market research). A blended center tackles both inbound and outbound operations.
Next, determine the services you’ll offer. Will your call center focus on customer support, sales, technical support/help desk, or a combination of these? Knowing your service focus will help you decide who to hire and how to structure your operations.
Vague goals like “be awesome” won’t cut it. Set Specific, Measurable, Achievable, Relevant, and Time-bound goals (SMART goals for short). This could involve aiming for high customer satisfaction rates, faster call resolution times, or exceeding sales targets.
💡Tip: Do your research. See other call center companies and industry benchmarks for metrics like average handle time (how long a call typically lasts) and first call resolution rate (how often an issue is solved on the first call). This will help you set realistic goals for your own call center.
3. Plan your budget
Building a sustainable call center requires careful budgeting so be smart with your money. Here’s a breakdown of the key costs to consider:
- Technology: You’ll need reliable phone lines, phone numbers, and business phone systems to keep both outgoing and incoming calls flowing smoothly. Call center software with features like automatic call distribution (ACD for smart call routing) and interactive voice response (IVR for letting customers solve simple issues themselves) are also essential. Add dedicated computers and laptops for your call center agents.
- Physical space: If you’re setting up a physical call center, factor in renting or buying office space, furniture, and equipment. Even virtual setups require comfortable workstations and headsets for your agents.
- People: Employee salaries, benefits, and training for your staff all need to be budgeted for. It’s all your team’s effort to provide exceptional customer service, so invest in them.
- Ongoing costs: Budget for ongoing operational costs like internet, utilities, and software subscriptions, which can add up quickly.
💡Tip: Get quotes from different vendors for everything from phone systems to call center software and headsets. Consider cloud-based solutions — they can be more scalable and potentially save you money in the long run.
4. Choose the right technology
You’ve got your strategy figured out, now it’s time to deck out your call center with the right technology. The right tech keeps your agents happy and productive and enhances your customer experience.
- A reliable business phone system: Invest in a dependable Voice over Internet Protocol (VoIP) system. This will ensure your agents and customers can hear each other loud and clear, no matter where they are.
- Call center software: It’s your call center’s brain. Choose a cloud call center to minimize hassles of maintaining costly infrastructure and look for features like automatic call distribution, IVR, call recording for training and quality control, and even performance management tools to track agent progress. Software that integrates with your Customer Relationship Management (CRM) system is also a plus for managing customer data seamlessly.
- Workforce management tools: Consider using workforce management tools to streamline scheduling and optimize staffing levels in real time based on call volume.
- Agent essentials: Provide your agents with high-quality computers, automated tech like predictive dialers, noise-canceling headsets for clear audio, and comfortable workstations to keep them feeling energized throughout their shift.
💡Tip: Don’t go overboard with complicated software. Choose something scalable to fit your needs and easy for your agents to learn. Many vendors like Nextiva offer demos, so take advantage of those to test-drive the software before you commit.
5. Build your team
Your call center is only as good as the people working in it. That’s why building a fantastic team is crucial. Here’s how to make it happen:
When recruiting call center agents, target those with exceptional communication skills — they should be able to explain complex things clearly and listen attentively to customer needs.
Problem-solving skills are a must too, and a natural knack for providing friendly and helpful customer service is the cherry on top. Look for candidates with experience in similar roles like cold calling or those who seem to have a natural ability to connect with people.
Once you’ve assembled your dream team, equip them with the knowledge they need to perform better. Develop a comprehensive training program that covers everything from in-depth product knowledge to call center best practices.
Agents should also understand your call center’s workflows and protocols inside and out. Have a knowledge base handy and easily accessible for them.
When working in your call center, employees should feel valued and supported. Create a positive work environment with opportunities for growth and development to keep your team motivated and improve agent retention.
💡Tip: Don’t stop learning once the initial training is done. Invest in ongoing coaching and development programs to keep your agents’ skills sharp. Consider using gamification techniques (think points and contests!) to make learning fun and keep your team motivated.
6. Design efficient workflows
Streamlined workflows are key to consistent, high-quality service. Here’s how to create a system that keeps your call center running smoothly:
- Clear call scripts and protocols: Develop standardized customer service scripts and protocols that act as a roadmap for your agents during customer interactions. This ensures a consistent approach and equips your team to handle any situation with confidence.
- Performance metrics and KPIs: Keep your finger on the pulse of your call center’s performance by tracking key call center metrics. This could include average handle time (how long a call typically lasts), first call resolution rate (how often an issue is solved on the first call), and customer satisfaction scores. By analyzing this data, you can identify areas for improvement and ensure your agents exceed customer expectations.
- Quality monitoring and coaching: Call recording is a powerful tool. Use it to monitor call quality and provide constructive feedback to your agents during coaching sessions. This will help them identify areas for improvement and continuously hone their skills.
- Continuous Learning: Ongoing learning is essential for a thriving call center. Develop training programs to keep your agents’ skills sharp and encourage knowledge-sharing initiatives amongst your team.
💡Tip: When designing your workflows, don’t forget about your customers. Gather their feedback and look for ways to streamline processes and reduce wait times based on their suggestions. After all, a happy customer is a loyal customer.
7. Promote your call center services
Alright, your call center is up and running smoothly. Now it’s time to get the word out there and attract potential customers who need your services. Let’s look at a few ideas:
- Target the right clients: Identify your target clients. Once you have a clear picture, focus your marketing efforts on reaching those businesses. They’ll be the ones who truly appreciate the value you bring.
- Craft a compelling message: What makes your call center special? Do you have a knack for resolving customer issues quickly? Do your agents go the extra mile to provide exceptional service? Highlight your unique strengths and value proposition in your marketing materials.
- Get online and get active: The internet is a goldmine for reaching new customers. Consider online advertising, targeted email campaigns, or even creating informative content (like blog posts or videos) that showcases your expertise. Don’t forget social media — join relevant industry groups and participate in conversations to build brand awareness.
- Events and partnerships: Industry events are a fantastic way to network with potential clients and partners. Showcase your services at trade shows or attend conferences where your target audience gathers. Partnering with complementary businesses in your industry can also expand your reach and generate leads through referrals.
💡Tip: Speaking the same language as your clients is key. Tailor your marketing messages to their specific needs and challenges. For example, if you’re targeting e-commerce businesses, highlight your experience in handling high volumes of customer inquiries during peak seasons.
8. Continuously monitor and improve
Launching a call center is a big accomplishment, but it grows over time.
Regularly analyze call center metrics to see what’s working well and where there’s room for improvement. Is your average handle time a little high? Are customers dropping off during phone calls? These metrics can point you in the right direction for improvement.
Don’t be afraid to adapt your workflows based on what you learn. Customer feedback is important too – listen to what they’re saying and use it to refine your processes. Industry best practices are constantly evolving, so stay up-to-date and be open to incorporating new strategies.
It’s good to keep an eye on the latest call center technologies and see how they can benefit your business. Maybe it’s a new kind of software that automates repetitive tasks, or a tool that uses AI to personalize the customer experience. Embrace new tech that can give you an edge.
Last but not least, create a culture where continuous improvement is encouraged. Call center managers should hold regular team meetings to discuss performance metrics and get feedback from your agents. They’re on the front lines interacting with customers every day, so their insights are valuable.
New ideas are always welcome — you never know what you might discover.
💡Tip: Schedule regular team huddles to discuss performance metrics and brainstorm improvement ideas. This is a great way to keep everyone engaged and motivated to reach new heights.
Key Call Center Challenges (+ How To Overcome Them)
Even the most meticulously planned call center can face challenges. Make sure to consider common roadblocks and navigate them to efficiently set up your call center.
1. Recruiting and retaining top talent
One big challenge is finding and keeping good staff. The call center industry has a high turnover rate.
Offer competitive pay and benefits, along with opportunities for career growth. Create a positive work environment that values employees’ well-being and work-life balance.
You can also use gamification and recognition programs to keep agents motivated. When you advertise for new hires, highlight your company culture and career development opportunities.
2. Maintaining high agent morale
Repetitive tasks, lots of calls, and frustrated customers can lead to burnout.
Empower agents by giving them some control over their work and the ability to solve problems, not just follow scripts. Let them take breaks and offer schedule flexibility.
Celebrate successes and recognize both individual and team achievements. Regularly ask agents for their feedback to see how things are going and what can be improved.
3. Delivering exceptional customer service
It can be tough to meet customer expectations, especially when dealing with complex issues or upset callers.
Provide agents with in-depth training on your products or services, as well as effective communication and de-escalation techniques. Help them resolve issues efficiently by focusing on first-call resolution rates.
Regularly ask customers for their feedback and use it to improve your service approach. Empower agents to offer small gestures of goodwill to resolve customer issues and create a positive experience.
4. Keeping up with technology
The call center landscape is constantly changing with new tools and systems emerging all the time. It can be expensive and time-consuming to stay ahead of the curve.
Set aside a budget to regularly evaluate and implement new technologies. Consider cloud-based solutions that are easy to scale and upgrade.
Encourage a culture of innovation and empower agents to suggest new technologies that can improve efficiency or customer experience.
Make sure to partner with a reliable call center technology vendor who can provide smooth onboarding, ongoing support, and guidance.
5. Adapting to changing customer needs
What customers want and how they want to connect with you is constantly evolving. If your call center doesn’t adapt, you might see a decline in customer satisfaction.
For example, millennials are more likely to use text messaging than wait in a call queue. Likewise, if your business serves the elderly, it’s a safe bet that they’re less likely to contact you via social media channels than making a phone call.
Offer omnichannel support so customers can connect with you through their preferred channel, whether it’s phone, email, chat, or social media.
Customer feedback through surveys and social media monitoring helps you understand customers’ evolving needs and preferences. Be prepared to adjust your service offerings and communication strategies accordingly.
Also, train agents to handle inquiries across multiple channels and provide a seamless customer experience regardless of how a customer chooses to connect.
It Starts With the Right Call Center Software
Launching a call center doesn’t have to be hard. Historically, it used to involve weeks — several months — of installation long before the first call arrived.
Now, with the power of cloud-based communications, you can spin up a new call center in hours. After you plan call flows and team workflows, the rest is a breeze.
When you start a call center, top features include softphones, IVR, automatic call distribution, skill-based call routing, and call recording.
Align shiny new call center features with your business needs. That is, not everyone needs all the bells and whistles when starting out.
After you’ve determined the type of call center you need and the types of customer calls you’ll handle, partner with your call center provider so they can help you achieve these goals, including helpful ideas to do it faster.
For a cloud-based call center with many features that scale when you need to, check out Nextixa’s VoIP call center solution.
FAQs
Ready to start a call center? Read some of the FAQs to better inform your setup.
The decision depends on your budget and call volume. A physical call center offers a centralized workspace but requires investment in office space, furniture, and IT infrastructure. Virtual call centers are more flexible and cost-effective, with agents working remotely. They rely on cloud-based technology and require minimal upfront investment.
The type of software depends on your call center’s functionality. Essential features include automatic call distributor (ACD) to route calls efficiently, Interactive Voice Response (IVR) for self-service options, and Customer Relationship Management (CRM) integrations for agent visibility into customer data. Costs vary depending on features, number of users, and vendor. Researching and comparing pricing options from different vendors is crucial when choosing call center software.
Here’s a quick guide on call center pricing.
Data security is paramount. Familiarize yourself with relevant regulations (e.g., PCI DSS) and implement safeguards. Invest in secure technology, employee training on data handling procedures, and robust data encryption methods.
Here are some essential metrics to monitor call center performance:
– Average handle time (AHT): Measures how long a call typically lasts.
– First call resolution rate (FCR): Indicates how often an issue is solved on the first call.
– Customer satisfaction scores: Gauge customer sentiment about their experience.
– Agent performance metrics: Track individual agent performance (call volume, wait times) to identify areas for improvement.
Regularly analyze call center data and use it to refine processes, improve agent training, and enhance the overall customer experience.
