You want to start your own call center. What are the first steps you need to take?

1 Define your goals

The first step is to define your goals and vision for your call center. What kind of services do you want to provide? Who are your ideal customers? How will you differentiate yourself from your competitors? What are your revenue and growth projections? How will you measure your performance and quality? Having clear and realistic goals will help you shape your business plan and strategy, as well as communicate your value proposition to potential clients and partners.

3 Select your technology

The third step is to select your technology and software solutions that will enable you to run your call center efficiently and effectively. You need to consider various factors, such as your call volume, your service channels, your security, your scalability, and your integration. You have two main options: using a premise-based system or a cloud-based system. A premise-based system requires you to purchase, install, and maintain your own hardware and software, which can be costly and complex. A cloud-based system allows you to access your call center software and data via the internet, which can be more flexible and affordable.

5 Set your pricing

The fifth step is to set your pricing and determine how much you will charge your clients for your services. You need to consider various factors, such as your costs, your value, your competition, and your market demand. You have several options for pricing models, such as per hour, per minute, per call, per lead, or per sale. You also need to decide whether you will offer fixed or variable pricing, depending on the volume and complexity of the calls. You should aim to set a fair and competitive price that covers your expenses and generates a profit.

6 Comply with regulations

The sixth and final step is to comply with the relevant regulations and laws that apply to your call center. You need to obtain the necessary licenses and permits, register your business entity, pay your taxes, and follow the labor and consumer protection rules. You also need to adhere to the industry standards and best practices, such as the ISO 9001 quality management system, the PCI DSS data security standard, and the TCPA and GDPR privacy regulations. Failing to comply with these regulations can result in fines, penalties, lawsuits, and reputation damage.