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Reply To: Starting a call centre

Deepak Handa

Dear Sanjiv/Ashutosh/Ankit,

Choice of Technology shall be given due importance instead of going other way round.
As you know current norm is compact the better or most of people are moving for integrated comprehensive solutions with an eye on scalability.

While you are setting up a call center you shall keep the following as absolute necessity:
It should be a comprehensive solution i.e. it should have features to accommodate incoming calls, it should be making outgoing calls, it should have a IVR to distribute calls as per availability of the agent and agent’s skill, It should have facility to implement web chat and reach your clients by email responses.

All above are features of a blended call center.

You shall also ensure before any financial commitments that your call center is scalable with nominal additional costs and not entire module of set-up to be bought.
It shall have a predictive dialer to take care of idle time of your CSR’s and enhance productivity accordingly.

Infrastructure is one thing and running a successful call center is another thing.
I like to network with likeminded people for enhancing knowledge and solving problems.