Opening a call center can be a way to earn with operating your business. Running a call center from home is possible. This can be extended to a staffed office in the future. How to set up call center?
TO SETUP A CALL CENTER:
1) CHOOSE A TECHNOLOGY PLATFORM
Types of technologies are the Server based and traditional EPABX based. Traditional EPABX based technology exists in private branch exchange, voice recognition systems, multiple telephone lines etc.
Server based technology exists in where all the elements are integrated in one server which has multiple software components.
Advantages of Server based:
2) FINALIZE A LOCATION
The employees will be working there for hours. Thus the location should have all the necessary amenities.
The traffic noise should not be heard as it will cut the concentration of the workers. Call -centers mostly work at night in India ensure that it is placed in a secured location.
3) THE CONNECTIVITY
As the base work is to call the clients for their issues the telephonic connectivity must be strong enough.
4) CHECK OTHER FACTORS
Other factors include the electricity, water supply, transport facilities, feasibility to the emergency services like hospitals, fire stations, police station etc.
5) SITE DESIGN
The following factors must be kept in mind before finalizing the site design:
NETWORKING TOPOLOGY
It is decided upon the availability of space and number of seats to be included.
It can be start topology, mesh topology etc.
NEEDS OF HUMAN BEING
The location of the work should include all the amenities required so that the worker is stress free and the productivity is high.
EQUIPMENT
There should be a balance between the seats inculcated and the number of incoming calls.
6) STAFF
Number of employees should be such that when one or two people take a leave the productivity or the work does not stop.
At the time of natural disasters the workers who cannot go back home must be provided with the medical aid, food, and facilities to spend the night etc. for smooth working.
7) TRAINING PROCESSES
Training includes: Functional Training, Recruitment Training, and Grade change Training and Performance improvement Training.
It should be relevant to the firm and latest techniques must be inculcated.
Ensure that the following terms in an employee are correct:
1) Calls handled
2) Calls dropped
3) Calls dropped on busy
4) The speed to answer
