Call Center

Setting up a call center should be a well planned exercise.  There are certain factors that have to be taken into account depending upon the type of services you propose to provide.  Of course, it is mainly a support center where incoming calls from customers are attended.  Most of the time, call centers require facilities for incoming calls only.  But if it is a call center that is also handling sales then a facility for outgoing calls need to be provided.  

First of all a license has to be obtained from a government agency to operate a call center.  

The next major decision that you have to make is whether you want readymade software to handle support services or you will require a customized one.  If the services provided are in the line of technical support, then simple CRM (Customer Relationship Management) software will suffice.  It will keep track of all the incoming calls and will also provide information on repeat calls by customers to gauge the efficiency of customer services.  Good CRM software will also determine the efficiency of call center agents.  This software will have to be integrated with help desk software. 

The factors that go against the customized software are that customized software takes a long time to prepare and the costs are higher.  An organization has to take into account its individual requirements to arrive at a decision.  

Then there is the basic infrastructure requirement of the call center.  Many call centers are located in third world countries for reasons of cost efficiency.  The customer cannot be asked to make an international call.  This cost has to be borne by the company providing this service.  Call centers provide for a Universal Access Number that can be called from anywhere in the world. 

Then, an ISDN or Lease line is required along with the facility of VoIP, i.e., Voice over Internet Protocol.  

ISDN is Integrated Services Digital Network.  A call center requires PRI type of ISDN network.  PRI stands for Primary Rate Access/Interface.  This type of connectivity can handle multiple calls simultaneously.  VoIP transfers calls from originating place to the destination place.  Normally, both are situated in different countries. 

A Broadband Internet connection is required for transferring of calls.  This is provided by DSL (Digital Subscriber Link) connection.  The DSL is of two types - Synchronous and normal.  Synchronous DSL connection with bandwidth of 512 KB can handle 6 to 8 calls simultaneously.  Accordingly, a call center has to determine the desirable bandwidth.  

IP (Internet Protocol) PABX devices are required for routing and call distribution.   These are required at both the ends.  IP telephone devices handle phone calls.  

The connectivity is handled by cables of Category 5 or above.  This infrastructure requires an expert handling.  You will require support personnel for this.  The support services can also be outsourced.  In some cases, VoIP gateway may be required to convert incoming calls from telecommunications services provider to Internet Protocol. 

The call center has to be manned by agents of appropriate skill sets.  Agents with good communication skills need to be hired, for it is the level of customer satisfaction that matters in the end.  People having prior experience with customer handling can be chosen for these jobs.  

An environment of mutual support should be nurtured at a call center, so that agents manning the call center may be able to turn to each other for support.  This is very important, as a call attended badly cannot be corrected.  

The seating and other infrastructure need to be arranged in a way that is conducive to the smooth working of call center.  Hands-free headsets, comfortable ergonomic chairs, acoustic controlled premises, good quality heating (or cooling) system - all these are important for the efficient working of a successful call center.  

Take care of all these factors and you will have an efficient call center.