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Top Five Strategies on Setting Up a Call Center for Small Businesses
A call center company bridges the gap between the business and the customer. Around the
world, small businesses rely on call centers to handle technical concerns and other inquiries
made by customers. Without call centers, business growth is almost impossible. Setting up a call
center for small businesses seems like a good move in the modern arena. However, it’s not an
easy task. If you want to establish your own contact center, you need some competitive strategies
in your playbook.
Determine and Allocate Your Resources
In setting up your call center, you need to amass resources. For equipment alone, you’ll need to
shell out thousands of dollars. While you can start in a small office area with only one desktop
computer, you may need to expand in less than two months. To determine the resources you
need, you need to see the full scope of your plan. How much money do you actually need? Who
can help you run the call center startup? What tools are you planning to use? By answering
these basic questions, your plan will start to unfold.
Also, the planning stage will help you figure out if you actually want to build your own center or
outsource the service. Through outsourcing, you can save time – provided you can afford the
extra costs. You have the option to outsource all services of your contact center, or just some
Set Up An Efficient Hiring Process
Recruitment is a crucial step in building your contact center. One of the common mistakes of call
center startups is the failure to implement an efficient hiring process. This process must be set up
right from the start. If you already have a ‘star team’ that will help you get started, then you’re
strafing for victory.
What makes a hiring process efficient? First, you need to adapt a creative screening method.
Most applicants have already encountered different recruitment systems. It’s time to challenge
them by putting up tricky, scenario-based interviews. Second, you have to streamline the process
as much as needed. The transition from the initial stage to the next stage must be smooth.
Integrate a Reliable Call Manager System
All startup call centers must rely on virtual call manager software to streamline all processes.
From predictive dialing to performance monitoring, an advanced system will help you run the
center automatically. With hundreds of call manager tools in the market today, it may be tricky
to find the right one for your business. To do this easily, you need to have a checklist. Figure out
which qualities matter a lot to you. On top of that, you can check out the latest market reviews. If
one system has more than two favorable reviews, then it’s probably a good option. Location is
another factor that you mustn’t ignore. Some systems are more effective in specific locations,
while others are versatile enough.
Create Your Center’s Unique Resolution Framework
Call centers are designed to bring solutions to people. A solution-focused system will always
work, but you must be willing to add in your unique touch. Creating your call resolution
framework is a satisfying process that’ll benefit your business in the future. If you have a unique
resolution system in place, your agents will become more flexible in finishing their calls. In turn,
your center will gain better feedback.
Formulate an Exceptional Tactic to Find Clients
Now that all of your systems are in place, you need to create an exceptional strategy to find
clients. Keep in mind that the market is already saturated with contact centers. What makes your
center stand out from the rest? You must know the answer to this question if you want to find the
best clients. So, do your research and determine the right ‘spark’ that clients are looking for.
Are you now ready to establish your own contact center? Once you’ve ironed out your plan, it’s
time to move past the drawing board. It’s now time to introduce your contact center to the world.
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CallShaper is a Baltimore-based technology company
that specializes in developing software for the BPO