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You're starting a new business in Call Center Administration. What are the most important things to consider?

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If you're thinking of starting a new business in call center administration, you might be wondering what are the most important things to consider. Call center administration is the process of managing and optimizing the performance of a call center, which is a centralized office that handles incoming and outgoing customer service, sales, or support calls. Call center administration can be a lucrative and rewarding business, but it also comes with some challenges and risks. Here are some of the key aspects you should think about before launching your call center administration business.

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Dr. Stanley Jacob FCIB, MIoD

Payments & Tech Executive driving platform orchestration, private equity and VC finance, M&A, innovation and inclusive…
Hossein Gholipour

Customer Affairs Senior Manager at SnappTrip
Navab Koohpeyma

Customer Relationship Management (CRM) | Streamlining Processes & Enhancing Customer Experience | Data-driven Decision…

1 Your niche and target market

One of the first things you should decide is what kind of call center services you want to offer and to whom. There are different types of call centers, such as inbound, outbound, blended, or omnichannel, and different industries, such as retail, healthcare, finance, or travel, that require different skills and expertise. You should research your potential customers and competitors and identify a niche and a target market that matches your strengths and goals. You should also consider how you will differentiate your business from others and what value proposition you will offer to your clients.

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Richard Shutes

President of Inform Florida | 211 Steering Committee| Consultant | 211 & 988 Subject Matter Expert| Public Speaker| Mental Health Advocate| Partnerships
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The reality is that competition is everywhere. Identifying how you set yourself apart from those who already exist will be beneficial in placing your foundation. What is your niche? Who is your target market? These are answers that you need to answer before you start. Who do you want to serve? Do you want to focus on a for-profit program, or do you want to focus on a nonprofit program? Market research is an excellent first step in creating your strategy for success.

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Hossein Gholipour

Customer Affairs Senior Manager at SnappTrip
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First of all, we should set our desired service level and goals for offering services in our customer service by call canter.

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2 Your business model and pricing strategy

Another important thing to consider is how you will structure and run your call center administration business. You should think about whether you want to operate as a sole proprietor, a partnership, a corporation, or a limited liability company, and what are the legal and tax implications of each option. You should also think about how you will charge your clients for your services and what are the best pricing strategies for your niche and market. You should consider factors such as the type and volume of calls, the quality and complexity of the service, the level of customization, and the contract terms and conditions.

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Dr. Stanley Jacob FCIB, MIoD

Payments & Tech Executive driving platform orchestration, private equity and VC finance, M&A, innovation and inclusive finance. Currently CEO of Zest (Subsidiary of Stanbic IBTC Holdings PLC) and President of FintechNGR.
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Setting up a call centre requires some careful thoughts on the factors highlighted below: First is the “why” - entails setting a clear understanding of the objectives, is the call centre for lead generation / sales, customer success / fulfillment or customer support? Next is the model - could be onsite versus virtual call centre; inbound versus outbound (or both); multi-channel through email, social media, chatbot, or just traditional phone calls. Lastly, the commercials comes to play, consider optimizing the call centre resources, design to scale, outsource excess capacity (where necessary). Never forget the need to build a well supported team whilst ensuring a very supportive call centre culture.

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3 Your technology and infrastructure

A crucial thing to consider is what kind of technology and infrastructure you will need to run your call center administration business. You should evaluate your technical requirements and budget and choose the best software and hardware solutions for your needs. You should look for reliable and scalable platforms that can handle multiple channels, such as voice, email, chat, or social media, and that can integrate with other systems, such as CRM, ERP, or analytics. You should also consider the security and compliance issues that might affect your data and operations.

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4 Your staff and training

Another essential thing to consider is how you will recruit, train, and manage your staff. You should determine how many agents, supervisors, managers, and support staff you will need and what are the qualifications, skills, and experience they should have. You should also develop a comprehensive training program that covers the technical, communication, and customer service aspects of your call center services. You should also establish clear performance standards and metrics and provide regular feedback and coaching to your staff.

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Hossein Gholipour

Customer Affairs Senior Manager at SnappTrip
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We can calculate base staff and design WFM model for this call center by improved Erlang model and trade off method according to desired outcome and service level.

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5 Your marketing and sales

One more thing to consider is how you will market and sell your call center administration services. You should develop a marketing plan that defines your target audience, your unique selling proposition, your marketing channels, and your marketing budget. You should also create a sales strategy that outlines your sales process, your sales pitch, your sales tools, and your sales goals. You should also monitor and measure your marketing and sales results and adjust your tactics as needed.

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6 Your customer service and quality assurance

The last thing to consider is how you will ensure customer satisfaction and quality assurance for your call center administration services. You should implement a customer service policy that defines your service standards, your customer expectations, your complaint handling procedures, and your customer feedback mechanisms. You should also implement a quality assurance program that audits your call center processes, evaluates your call center performance, identifies your strengths and weaknesses, and suggests areas for improvement.

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Hossein Gholipour

Customer Affairs Senior Manager at SnappTrip
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Designing QA & QC process and documenting SOPs for this is a vital step in the beginning of call center starting. Next step is designing QC chart and details of QC process for implementation a evaluation model in call center.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Navab Koohpeyma

Customer Relationship Management (CRM) | Streamlining Processes & Enhancing Customer Experience | Data-driven Decision Making | Data Visualization Expert | Power BI Expert ????
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When starting a call center administration business, key considerations include technology infrastructure for efficient operations, robust training programs to equip agents with necessary skills, clear communication channels to address customer concerns, compliance with data protection regulations, scalability for future growth, effective performance metrics to monitor agent productivity and customer satisfaction and a strong customer relationship management system. Additionally, establishing a positive company culture that prioritizes employee well-being and fosters teamwork can contribute to long-term success in the competitive call center industry.

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You're starting a new business in Call Center Administration. What are the most important things to consider?

1

2

3

4

5

6

7

1 Your niche and target market

2 Your business model and pricing strategy

3 Your technology and infrastructure

4 Your staff and training

5 Your marketing and sales

6 Your customer service and quality assurance

7 Here’s what else to consider

Call Center Administration

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You're starting a new business in Call Center Administration. What are the most important things to consider?

1

2

3

4

5

6

7

1 Your niche and target market

2 Your business model and pricing strategy

3 Your technology and infrastructure

4 Your staff and training

5 Your marketing and sales

6 Your customer service and quality assurance

7 Here’s what else to consider

Call Center Administration

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