A call centre plays an integral role in building a great customer experience and customers also expect their queries to be addressed quickly. For that, you need to set up a good and full-fledged call center. Wondering how to create a call centre? Don’t worry we got you covered, here are some key considerations when opening a call centre for a small business.
- Determine and set your goals
The first thing you should do is to identify the reason why you are opening a call centre, and know your purposes and objectives. Once you know the goal(s), it becomes easier to lay out the further steps. Goals can vary from business to business, if you own a small business, your goal could be to increase lead generation, get new customers and if you run a large business, your goal could be customer satisfaction.
- Deciding on a budget for the call centre
The next step should be deciding on a budget for your call centre without burning a hole in your pocket. Figure out how much money you can spend on starting a call centre. Identify the number of employees you need, size and location of facilities and type of technology and tools. All these factors will help you decide the budget for your call centre.
- Identify your call centre type
There are different types of call centres for different businesses, you need to determine which type of call centre will best suit you and your business. Let’s see some of the types of call centres:
- Inbound and Outbound
Inbound call centres receive incoming calls and are run by customer support teams. These customer support centres help people solve problems they’re having with products and services.
Outbound call centres are used to make outgoing calls to people. They are generally run by a sales team to sell their product or service.
- On-site and Virtual
On-site call centres are physical facilities and are located at a specific location where agents make or receive calls.
Whereas virtual call centres are cloud-based with no physical facilities, team members work remotely and can work from any corner of the world.
- Hire the best employees for your team
Hiring the most suited candidates for your call centre is easier said than done. Before going further, you need to figure out what all qualities and traits you need in a candidate. This will help you to get a better understanding of what type of candidates you want to bring in for interviews and the hiring process.
- Train your employees
Before your team starts working for your call centre, it’s important to train them so that they are fully equipped to fulfil their roles. To do this, you need to think out of the box where you can train your employees more efficiently. You can either train your employees at an offsite location or you can do it online as well. Guide them through all the tips and tricks, proper call etiquettes, and what you expect from them as employees.
- Building a good culture in the call centre
Maintaining a good working culture takes commitment and responsibility, that’s why strong leadership and management are so important when it comes to how your call centre functions. It’s foremost to have good leaders and managers in your call centre to continuously motivate and encourage team members. Reach out to your employees regularly to check if they’re facing any challenges. If your employees are happy and motivated, they will be able to work more efficiently which in turn will add to your business success. So make sure to create a supportive environment for your employees.
And here you go, these are some of the key points you have to consider before setting up your call centre. Once you have all the pieces in place, it makes it easier for you to carry out your plan effectively.
Ashu is an avid reader and writer, she loves reading books of different genres. She is a fitness freak and also enjoys travelling, dance and music.