Did you know the US call center industry is expected to grow by 2.3% in 2020?
The call center market in the US is growing as many companies are finding that their customers prefer a US call center, rather than an outsourced one. Thus, if you start a call center, you can cater to this market and make a good living at the same time.
Below you’ll discover some tips that’ll teach you how to start a call center.
- What Kind of Call Center Do You Want to Open?
If you want to open a call center, the first thing you need to consider is the kind of call center you’re going to start. The kind of call center you open will greatly impact all other business decisions.
Generally, you’ll find that call centers can be split into the following categories:
- On-site call centers
- Virtual call centers
On-site call centers are call centers that have a physical presence in an office. Virtual call centers, though, are remote and so if you go with this option, you don’t need to invest in an office.
In the next couple of sections, we’re going to take a look at the benefits and downsides of each option.
- Are On-Site Call Centers a Good Idea?
On-site call centers are generally a good option if you want to work with big businesses.
The reason is that such clients want to work with call centers that take security and privacy seriously. An on-site call center allows you to do that, as all conversations take place in the office building, away from any kind of eavesdropping.
An on-site call center also makes it easier for you to manage your workforce since everyone will be in the same location.
This allows you to quickly implement changes in company policy, which can be helpful if you get an urgent request from a client.
Of course, the downside of an on-site call center is that you’ll have to pay rent, and this can eat into your profits. Additionally, you’ll also need to pay for other expenses such as the internet, and perhaps insurance.
- Are Virtual Call Centers a Good Idea?
As mentioned, a virtual call center is when all employees work remotely.
The main benefit of running a virtual call center is you don’t have to pay for the expenses associated with physical premises. That said, you might still need to pay for the equipment employees are using.
For instance, you might need to buy them a headset so they can conduct client calls. You might also need to pay for any work-related expenses, such as internet or telephone bills.
One of the downsides of running a virtual call center is you might find it difficult to attract large clients.
That’s because, as mentioned above, large clients place a big emphasis on privacy and confidentiality. Unfortunately, if everyone is working remotely, you can’t guarantee this.
You might be forced to work with small businesses and this could limit the growth of your company.
- What Kind of Services Will You Offer?
Once you know what kind of call center you want to open, you then need to think about the kind of services you want to offer.
For the most part, a call center’s services can fall into one of the following categories:
- Inbound calls
- Outbound calls
If your call center deals with inbound calls, you receive calls, and you then handle the inquiries associated with these calls.
As an inbound contact solution, you might handle customer service questions for a particular company, or you might even deal with inbound sales inquiries.
If your call center deals with outbound calls, it means that your staff will be actively reaching out to people. Generally, call centers that deal with outbound calls are typically doing some kind of telemarketing.
It’s hard to say if one is better than the other, and the option you go with will mostly come down to personal preference.
- Getting the Right Tools
Once you know the kind of call center you’re going to open and the services you’re going to offer, you need to get your equipment.
The first thing you’ll need to invest in is the phones and headsets that’ll allow people to conduct calls. If you want to keep costs low, you might want to focus on buying second-hand call center equipment.
You’ll also want to invest in some call center reporting software so that you can track all the calls that are taking place. It’s worth noting there are many forms of software that cater to this industry. Among which is the mySQM™ FCR Insights Software where it specializes in helping call centers improve FCR, Csat, and cost.
With so many options to choose from, you might feel a little overwhelmed. Thus, if you just want to cut through the overwhelm and make things easier, consider looking at this call center reporting software.
- Start Marketing
The final thing you need to focus on is marketing your call center business.
The best way to get your first batch of clients is by actually calling people that might be interested in your services. So, you might reach out to businesses and discuss the kinds of services that you offer.
Once you get your first paying client, you can then put this money towards some advertising. If you’re not sure where to start, you might want to consider using a platform such as Google Adwords.
You might also want to buy banner ads on websites that are frequently visited by your clients.
So, if you target the insurance niche, you might buy banner ads on popular insurance websites. There’s also the option of buying print advertising in a magazine that’s dedicated to the insurance industry.
Do You Know How to Start a Call Center?
This post has provided you with a basic guide on how to start a call center.
Getting started in this business can be tough as there are many other call centers that you’ll have to compete with. The best way you can overcome this hurdle is by doing everything you can to meet the needs of your clients.
If you can do that, the client will be happy, and they will then sing your praises and refer other clients to you.
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