First of all I would like you to do certain studies like What is the reason a call center stops its operation. I don’t want to discourage you but this is the first thing you should concentrate on. According to me you should concentrate on the technology. you should not compromise on this front. second is the proper process selection. Inbound business or helpdesk is always better. third is training. You must provide the best training to your cce’s as your machinery are your cce’s, if they perform well, your call center is up otherwise !!!