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Reply To: Setting up a call center

#17318
sfchi
Guest

Let me give you an idea about the whole thing. Establishing call centers of seats less than 24 is not an economically feasible preposition. But there are people who started with 6 seats off course with out much success because no large or medium sized company likes to outsource their work to small call centers. For you a 6 seater might be okay as you are planning to conduct marketing of your own product or services. But you must always keep in mind that a 24 seat unit is the smallest economically viable set up capable of surviving for some time. Even a 24 seater would die its own death in a year or so under its financial weight, if not extended to 48, 72 or 96 seats.
Coming to the set up, you need a proper place where the equipment will be housed. 1 small room for IT equipment, 1 large room for the work stations and 1 room for the administrative set up. A bath room and a kitchen are also required. 3 phase electric connection, at least 2 very dependable telephone lines from a good digital exchange. This entire set up should preferably be in close vicinity (within 1 kilometer radius) of the telephone exchange.
You need 7 good computers at least with 755 MHz, 256 K RAM. You will require 1 Voice Gateway Server (from any good company like Cisco or Linux), 1 switch with 8 ports to establish LAN, 7 Head phone sets, 1-800 USA number and good soft ware to control this call center from any IT solution company. Hooking up this equipment will require some cabling and ducting. Building should be air-conditioned.
Next comes the staffing. You will need a good IT person to run the equipment and a team of call center representatives to make the live calls. You will be required to train this team of CSR’s to serve your own purpose.