Dear Sangeeta,
Hi!
It seems that you want to setup a kind of help desk to support your clients who do buy your diagnostic kits.
In that case its going to be a incoming voice/Fax/email/web-chat kind of a call center. you should keep in mind that technology wise cost distribution is server based is 15% and switch based is 25%. Hardware another 15%,Infrastructure 15-20% depending on location in India and remaining will be required for training/salaries/operations etc.
Regards
Deepak