Starting a call center business can be an effective way to earn income while being your own boss. This industry is expected to grow in the next few years, due to the increased need for companies to evolve in new directions after the Covid-19 pandemic and it’s predicted to be worth a whopping amount of $496 billion by 2027.
Although many people might think that phone calls are an outdated customer service method, this is not the case. Even with the advent of new communication technologies and innovations, people have a soft spot for phone calls and the high practicality they offer. It’s possible to run a call center from your home, but you can also rent a fully-staffed office.
Although this business idea is an enticing prospect, it can become overwhelming, very quickly. For this reason, follow these steps to learn how to start a call center on your own and build a thriving business.
Decide the Purpose and Setup
One of the most important things you should do is to identify the reason why you want to open a contact center and you should do this by focusing on your core purpose and objectives. This can give you a clearer image of what channels your customers are using and where you need to be to meet their specific needs.
Another crucial aspect is determining the structure of your call center. You can either choose to operate an on-site call center or a virtual one.
On-Site Call Center
On-site call centers tend to operate from a central location and are a great option if you want to manage your business at a fixed location and provide services to larger companies or organizations with high compliance and security requirements.
This is also the perfect option if you’re looking to hire a large team as it allows you to easily source local talent and manage them from a central location. However, you should keep in mind that an on-site call center brings bigger expenses. Rent is higher and you will most likely have to pay a premium for utility services in an urban area.
Virtual Call Center
A virtual call center usually operates remotely and your employees will most likely work from home, which means that all communication and interaction will be carried out online. This can be a great option for you if you don’t have plenty of money to spend on setup costs and you won’t have to pay overheads such as rent, electricity, and equipment costs.
However, this will require you to pay attention to your employees’ productivity levels and make sure that they are motivated and serious about completing their tasks and assignments.
Write a Business Plan
One of the first essential steps when opening a call center is to write a business plan suited to what type of call center you want to open. The business plan provides reference material as your business grows. The business plan must be thorough and detailed, as it will also help you determine what you need financially.
Having a business plan in place shows that you are serious about the business venture, and can help you secure funds with banks or with private investors. It’s crucial to outline your goals in this document before setting up the call center because they will dictate the number of employees you hire, what type of operations you’ll handle, the processes you’ll implement, and all the costs you’ll incur.
Setting goals is an excellent way to scale up your business as it breaks your progress down into achievable parts.