Despite the recent rapid rise of digital communication channels and an increased demand for self-service support, phone still continues to dominate as the most preferred support channel. In fact, according to a Salesforce study, 59% of consumers favor traditional phone calls to reach a customer support representative. Phone sales are also here to stay as one of the most efficient and cost-effective ways for businesses to promote and sell their products or services.
If you’re looking to set up a call center brazil email list 20 million contact leads business in 2024 and beyond, you’ve landed on the right page. While building your own call center – whether inbound, outbound, or blended – might seem too challenging to start, knowing exactly what to do will instantly blow your fears away.
Based on VoiceSpin’s 15-year experience in the call center industry, we’ve decided to come up with a step-by-step guide on how to start a call center and walk you through every phase of the process.
How to Start a Call Center Business in 10 Steps
Set Your Call Center Goals and Write a Business plan
Just like with any other business, building a call center requires careful planning. Before you actually start setting up your own call center, have a clear understanding of why you want to start a call center and outline the goals you are looking to achieve. Make sure, however, that these goals are specific, realistic, achievable given your current budget and resources, and align with your broader business objectives.
On top of that, setting goals will help you establish clear criteria for measuring performance (we’ll talk about call center metrics and KPIs in more detail below) and the overall success of your call center.
Based on your goals, write out a detailed business plan. The steps we discuss below will guide you in your business plan creation. Overall, your call center business plan should outline the following key points:
Inbound call centers primarily deal with incoming calls from existing customers, clients, or prospects. Businesses set up inbound call centers for introduction to optus overseas data bound general customer service, technical support, processing orders, payments, returns, and exchanges, handling upgrades and renewal requests, appointment scheduling, and inbound sales. The most typical industries to benefit from inbound call centers are e-commerce and retail, travel and hospitality, healthcare, finance, and insurance.
Outbound call center
In outbound call centers, agents are placing outbound phone calls to prospects or customers. Outbound call centers are commonly used for lead generation, telemarketing, sales campaigns, appointment setting and reminders, debt collection, market research and CSAT surveys, etc. For providing outbound call center services, you need call center software with auto dialing capabilities that will enable you to automate the dialing process, so that agents don’t have to dial each number manually.
Blended call center
Blended call centers (also known as hybrid call centers) combine both inbound and outbound calling capabilities and are best suited for businesses that have relatively equal volumes of incoming and outgoing calls. Luckily, many call center you canada people are software providers offer a fair share of features to support both inbound and outbound calling activities. E.g., VoiceSpin call center solutions are perfectly suited for inbound customer support and outbound sales teams alike.