How to Start a Call Center

Starting a call center business can be an effective way of earning money while operating its own business. It is possible to run a call center from your home, but you can also rent office space. Working from home can be a simple way of managing a call center because it can later be expanded into full-employee offices.

Setting Up a Call Center Business

Determine the type of call center you want to start.

Do you want to enable inbound calls, outbound calls, telemarketing, or web-enabled? The type of call center you run is based on the type of business that you contact for contracts and the kind of work you want to do.

Inbound calls may include taking orders from customers, answering questions or providing technical assistance.

Outbound calls will need to sell a product or service or set up appointments. You can also do surveys.

Telemarketing is advertising a product or service by describing the key features or by telling potential customers about potential discounts.

A web-enabled service helps customers when they press the “talk” or “call” button on a website and the call comes through the computer. Customers can find more information before placing order or “Help Desk” type of services.

Check local and state requirements.

Start by contacting the state of your state’s finance and taxation office. To start a business, enter all the necessary paperwork and pay the applicable fee to comply with all the rules. If you are starting your own business from home, then contact the local zoning department to check your city’s zoning restrictions.

Write out a business plan.

It can vary according to the type of call center you are starting. Business plans will include specific periods of time, marketing activities and investment, expenses, equipment costs and estimated sales on employee’s salary and profits. For more details write VikiVo’s business plan. This plan will work as a good reference because your business grows.

The business plan needs to be expanded more fully, as it will also help you determine what you need financially. Preparing a business plan demonstrates that you are serious about the effort, and it can help you secure capital with agencies like small business administration or private investors.

Invest in the necessary equipment.

These items may include computers, office supplies, headset, phones, telephone lines and a high-speed internet connection. You will need to buy call center software, which can be expensive, so make sure you research all your options.

Unless your client provides it, buy software that will enable you to easily manage incoming and outgoing calls, track data, and keep a call log. Check out the Virtual Call Center by five calls, via Call Call Center and Aspect Aspect ZipWire by Aspect.

You can also invest in a separate telephone line which is dedicated to the call center business only. Several lines may be required with extensions.

Marketing Your Business

Contact businesses and other call centers that outsource their work to look for clients.

Each company will have different requirements and different pay scale. Choose one or more companies depending on what you think and what you want to make money. Start by contacting sales department inside different local companies who sell different types of products or services, or search online for “call center”.

Research online for call center companies looking for at-home help.

Search online for work from home customer service, telephone sales, surveyors, or technical support. This type of service rental companies include Arise, LiveOps and Working Solutions.

Advertise and network.

Remove small print ads in local business magazines and install a business page on Facebook The website that describes your services will enhance your professional reputation. Join local professional organizations like Chamber of Commerce, Call Center Network Group (CCNG), or Customer Contact Professional (ACCP).

Expanding Your Call Center Business

Keep additional staff at work. 

Advertise with your local paper as well as in Craig’s list. Check out other call centers to know whether the salary is being paid or not. See the call center experience for those who have excellent conversation skills and the ability to make decisions.

Locate to a larger building.

Once you have enough business to keep an extra employee, you will not want to work outside your home. Lease space in a building that does not have much noise, has flexible floor space to expand with your company, and has reliable internet and phone connections.

Consider focusing on niche markets.

You may want to be an expert in the operation of a call center for doctors’ offices, software corporations or telecommunication providers. Then you can target these markets in your advertisement and you can provide discounts for referrals.

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