1. Check your local telecommunications authority.
Depending on your location, most governments require a license from telecommunications authorities before you can set up a call center. You don’t want to encounter any issues with any government agencies after your investment. Check it out first.
2. Go to any telecommunications provider and ask for two things
A toll-free number with a multi channel interface (ISDN)
Go to any telecommunication provider in your area and ask for a toll-free number and a telephone connection that’s capable of receiving multiple calls simultaneously. This is normally an ISDN PRI.
Apply for a broadband with SDSL connection
SDSL is an acronym for Symmetric Digital Subscriber Line. Unlike standard ADSL broadband, upload and download speeds are the same with SDSL, A bandwidth of 512 kb is capable of receiving 6-8 calls simultaneously with acceptable audio quality.
You can also choose to apply for a leased line. But SDSL is much cheaper than leasing a line. You simply need to pay a flat monthly subscription with no additional charges.
3. Get hold of an IP PABX
IP PABX stands for Internet Protocol Private Automatic Branch Exchange. In simple terms, it is an office’s own full IP telecom system that reduces the cost of office communications. IP PABX allows different offices to share a common phone line, thus reduces the number of direct lines which would otherwise be installed per office.
While the configuration of your IP PABX will be provided by your vendor, you might need to hire a permanent person to take care of this device and its configuration.
4. Purchase IP Phones and lots of Ethernet cables
How you connect your computer to a hub is the same as how you would plug in the IP phones to the IP PABX.
5. Have your support number routed to your IP Gateway
IP PABX would normally provide you with the facility to connect directly to ISDN PR to start receiving calls. If not, your best option is to get a VoIP for consumers.
Don’t be overwhelmed by the term. With the adoption of VoIP by consumers (which is ideal for small call centers), consumer VoiP PBX have appeared with PBX functions becoming just a simple software feature of a consumer-grade routers and switches.
6. Install the necessary call center software
You will need to install an application to your agent’s computer that should provide real time information on the current status of a customer, and any other business policies involving such status.
Check out for a call center management software that doesn’t just provide the ability to control and handle daily customer-related business tasks, but also features instant routing of privileged customers to the best agents, reduces holding times for customers, and offer more efficient scheduling of employees and detailed reporting.
There are also management contact software that will coordinate and manage the interactions between your company and your customers.
Customer satisfaction and the overall business can be greatly influenced by the use of the right software for call centers. You will have a satisfied customer if you can reduce the wait time and connect them immediately with the concerned department. This helps improve customer perception. Customer expectations are high and given the advancements in technology that has made everything fast paced and they expect businesses to be on its toes ready to resolve their issues and with the information they want. To keep up with such demands the best you can do is to set up with the reliable call center system.
Investing in the right online contact management software can reduce costs effectively. The better your business handles calls, the better you earn. Efficiency is the key to a successful call center business.
Source: http://callcentersphil.blogspot.com/2011/10/6-steps-to-set-up-call-center-for-small.html
