Today I’m going to show you how to setup a call center that :

  • Amplifies your team productivity by 3 times.
  • Monitors the whole team.
  • Increasing your web leads to business closure ratio.

Let’s dive right in to know in detail How to setup a Call Center?

  • Planning your Call Center.
  • Hiring the Team.
  • Deciding on the Right Tools.

Planning your Call Center.

The first step towards “how to setup a call center” is deciding on the goals of your call center.

  • Are you planning to start a call center to support your existing clients better?
  • Are you planning to start a call center for lead generation?
  • Is the purpose of a call center is to convert web leads ( Google or Facebook leads) to business?
  • Are you planning to set up a call center for Collection Process?

This will decide a lot about the type of team you hire and the kind of tools you invest in.

If you are planning to set up a call center for Customer support then :

  • It is better to recruit female staff. Even agitated customers get humble talking to a female.
  • It is better to use the PRI line rather than GSM gateway.
  • Or you can use cloud based PRI lines.
  • The CRM system you use should have a ticketing system.

If you are planning to set up a call center for Lead Generation:

  • The staff you hire should be needy or have prior huge success in cold calling. Learn all the finer details about cold calling from our blog on Cold calling scripts.
  • You should call prospects through a mobile number ( GSM Gateway or Mobile App)rather than landline ( Pri Line).
  • The Dialer CRM should have the capability to create lots of automation rules that can transform a team of 10 to a sales force of 100.
  • The Dialer CRM should have the capability to send emails, SMS and Whatsapp.

If you are planning to set up a call center for managing web leads and inbound enquiries:

  • The team members you hire should be subject matter experts. The inbound enquiries will ask a couple of questions. He or she should be able to answer them in detail.
  • It is better to use a mobile number rather than landline to reach the prospective customers.
  • There will be a lot of use of Whatsapp. Hence the software should have whatsapp integrated.
  • The call center software should have the ability of Lead management, lead distribution, lead source reports.

If you are planning to set up a call center for collection process:

  • Hire people who already have collection process experience.
  • Better to use mobile number based calling.
  • The software should have great features on Predictive dialing with screen popup.

The second set of questions towards planning to set up a call center is :

  • Would you go to an on site call center? or
  • Virtual call center.

After the Corona Virus attack many people are moving towards virtual call centers. Let me enumerate the benefits of each type of call center.

Benefits of On site Call Center:

  • Team productivity is high when they are close to managers’ visibility.
  • Internal team issues are resolved fast because of the option of face to face conversation among the team.

Benefits of Virtual Call Center:

  • Very low capital investment.
  • Complaint to Covid 19, social distancing.

Hiring the Team.

This is the second most important component to think about when you are thinking about how to setup a call center. I will not go deep into hiring methods. Most of you are aware of it.

I will rather like to focus on few other things that I fell important:

You need a highly inspired team and that is kept focused quite frequently.

Deciding on Right Tools.

They are either cold calling on a list of databases or they are calling and emailing on the online leads generated or might be mining data and calling on them.

If you are planning to set up a call center for Customer support then :

  • The best segment of tools that will emerge on your list is Knowlarity, Ozonetel,Myoperator and Ameyo. Ameyo will be better if you have an option for an onsite call center solution that is with a large team. Knowlarity will be better if your need is a virtual call center.
  • But these tools are better fit for only and only inbound call management. The moment your need is also dialing out outbound calls as well, then their solutioning breaks.  They are not a complete solution for both inbound and outbound.
  • These tools will enable dialing through a Bangalore based PRI number. You can’t dial the DND numbers. Also they don’t have a complete sales crm.

If you are planning to set up a call center for Lead Generation:

  • You need a Sales Engagement Platform.  For those of you who don’t know a Sales Engagement Platform , this simple formula is very simple : Sales CRM + Call Center Dialer = Sales Engagement platform.
  • The solution should be available for both Onsite as well as Virtual call center.
  • I will not feel shy , rather I will jump over the seat to say that we are one of the brands that must be considered in this basket. The other tools are like Outreach.io, Salesloft.com.

If you are planning to set up a call center for managing web leads and inbound enquiries:

  • This set of brand names that popup here is Leadsquared, Freshsales and Imaginesales.
  • We advocate that a sales engagement platform ( Sales CRM + Dialer) is better than a lead management software.
  • You can evaluate how we and Leadsquared compare to each other. You can use this comparison to talk to their sales rep as well.

If you are planning to set up a call center for collection process:

  • In this category you should consider brand names like Deepijatel, San Software if you have a super large team.
  • If you have a medium to small team, then you can consider a sales engagement software.

Conclusion: How to setup a call center? 

I hope this guide showed you how to set up a call center dialer.

Now I’d like to turn it over to you:

Have we been able to answer all your questions? What have I have missed upon? Please leave a comment below right now so that I can add the topic.

Or maybe you have a question about something you read now.

Why not opt for a Free trial?

Free Trial is a very legitimate way to check if the software fulfills all your use cases.

If you want to evaluate Imaginesales through a free trial, we will love to offer you the same.

You can reach us now to book the free trial.