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Virtual Call Center

Learn how to start your own Virtual Call Center

March 21, 2022 at 7:47:47 PM

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Step 1. Decide the Setup and the Focus of Your Call Center

Before you start your call center company, you need to decide on the type of call center you want to run.

Step 2. The right software integrations

In addition to a VoIP system, the right computer telephony integrations are necessary to support the purpose of your call center operations. Your digital call center software provider may offer an app marketplace where you can leverage other software applications to manage sales and support activities and improve the customer experience.

Step 3. Deal with the Paperwork

Talk to your local government agents to obtain any permits you’ll need to open your call center. You may even have to file paperwork for a virtual call center so carefully go through the existing laws and regulations.

Step 4. Find a Suitable Location

The location of your call center plays a big part in your success. While you can set up a local business, offshoring may be more cost-effective.

Step 5. Establish a Budget

It's also important to note that your budget will vary based on the setup and focus of your company. You’ll have to spend on:

  • Rent.

  • Electricity.

  • High-speed internet.

  • Office equipment.

Step 6. Decide Your Goals

Why? Because your goals are going to dictate:

  • The number of employees you hire.

  • The kind of operations you’ll handle.

  • The processes you’ll implement.

  • The costs you’ll incur.

Step 7. Use the Right Tools
  • Business Phone System

PBX (Private Branch Exchange)- These systems operate through physical phone lines and traditional handsets. This is a good option if you’re running an on-site office and renting office space on a long-term basis. IP PBX (Internet Protocol Private Branch Exchange)- This system handles communications through VoIP (Voice over Internet Protocol). This allows your agents to use phones that are routed through an internet connection instead of traditional phone lines. This system is lighter than PBX; as the server can be placed in-house or even remotely. Virtual VoIP (Voice over Internet Protocol)- Virtual VoIP is currently the most popular business phone system. It requires no hardware setup as every call occurs through an app on your desktop. You only need a pair of headsets to operate, and the server can be accessed remotely. This is the perfect option for a virtual call center. CRM (Customer Relationship Management) System- A CRM stores all your customer data and presents it to your agents whenever they need it. With a CRM, you can manage thousands of contacts with the click of a button! Internal Communications System- Internal communication plays a huge role in your call center’s success. Your agents need to be able to communicate concerns with each other and reach out to supervisors when they need to.

Cited Sources

How to Start a Virtual Call Center 101 - Aircall Blog

How To Start A Call Center in 2022 (Processes, Tips, Tools)

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