How to Set Up a World-Class Call Center

There are call centers and there are world-class call centers. What's the difference? Well, plain old call centers function at a barely operational level in facilities that are inadequately designed and equipped. World-class call centers, on the other hand, are run by organizations that make a serious commitment to employee productivity and customer service by designing and outfitting their facilities thoughtfully and with the best equipment and technologies.Creating a world-class call center requires both time and careful planning, not to mention money. Here's a quick rundown of the key points you'll need to consider.

Technologies

Software: No one size or type fits all. Applications should be selected on the basis of features, interoperability and usability. Custom software is best, but off-the-shelf applications can be used as long as they are customized to meet your call center's needs.

Voice Network: You'll probably want to base your network on VoIP technology to take advantage of the technology's cost, software integration and call-routing benefits.

Layout

Floor Plan: The best way to determine the ideal floor plan is to try a variety of different options to maximize the number of agents per square foot while still providing an effective flow. A program like Autodeks's AutoCAD can be a big help in designing an efficient layout.

Space: Is there enough physical space to accommodate the number of planned agents? Have you planned for future growth?

What is a Call Center?

A call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls fortelemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as acontact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to atelecom switch, and one or more supervisor stations.

Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual.It is possible to combine inbound and outbound campaigns, but it is not a common practice.Call centre staff are often organised into a multi-tier support system for a more efficient handling of calls.