how to set up a call centre from scratch – the checklist.pdf

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How to set up a call centre from scratch thechecklist

Looking to set up a contact centre from scratch? Here is a quick checklist of things to consider.

People

Agents: the mo st importa nt element of a contact centre!

Agents health and safety is paramount. Ensure they have an ergonomicworkstation to minimise work-related muscle strain and health issues: a heightadjustable desk and chair, ergonomic keyboard and mouse and a headset for hands-free p roductivity all aid in this area. Ensur e this are a regul arly receives ahe alth an d safet y assess ment to ensure it a dheres to specifications.

Looking a fter ag ents is key to a happ y, productive workforce wher e result s arehigh and attrition is low.

Rec ruitment

Consider whether you are easily able to recruit in the area you plan to locateyour contact centre. Who are your competitors in terms of recruiting agents andwhat financial benefits are they offering, and does this fit with your business

model requirements? Remember to consider not just agents, but the specificskillset for the roles you need and what transport links are available.

Process

9Jaim eJaim e

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Business processes

Review the business processes for your contact centre. Are they alreadydocumented and the processes mapped or are these being written fromscratch? If they are yet to be defined, then now is the time to get them right. Theaccuracy and effectiveness of these will critically impact all further decisions that

need to be made around staffing and software/infrastructure requirements.

Getting this right is difficult but worth every minute spent on it. Whatever your processes, use a good, flexible call scripting/CRM tool to map them, integrateall back-office and legacy systems into a coherent flow and then deliver them toagents from day one. It will save you a fortune in training and will also remove alot of uncertainty and teething problems when you go live.

Integrate with your website

Crucially, ensure that your call centre is fully integrated with your website, or anywebsite that may be important to your activity (such as price comparison sites,Google services, your clients websites, etc.). For instance, it is crucial that thesystems you put in place have the ability to expose and consume web serviceswith little or no need for bespoke software development.

Social business

Be open for social business from day one. The way in which customers chooseto communicate is changing, which means that contact centres must be flexiblein how they interact with customers. Multichannel functionality allows agents torespond to voice, email, social media, Chat, SMS and web call me requests,all within the same application.

Technology

Think cloud

A cloud-based contact centre infrastructure which fits your business modelcombines the benefits of a traditional on-premise solution with the flexibility, costefficiency and multichannel capability provided by the scalability of a hostedsolution.

Software

You need to consider what applications are required to support your businessprocesses. Think about whether hosted in a cloud or desktop based is the right


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decision for your contact centre. Also, for systems that contain customer data(and perhaps card-holder data), you need to ensure that the required level of compliance can be achieved around Data Protection and PCI.

Speed of change

If speed of change is important to your contact centre, how much control do youneed to maintain? If you are relying on external suppliers to deliver elements of change, ensure that they have the resources and skills to meet your needs in atimely fashion.

Headsets

Headsets are essential for all agents, so, where possible, purchase noise-cancelling headsets as they block out background noise. Wireless headsetsfacilitate freedom of movement, and as the DECT density can be set on eachheadset for your specific environment, larger contact centres can still use thistype of device. Duo headsets are also a useful option to block out noise andallow agents to focus on their calls.

A supervisor cable is a useful and cost-effective device that allows managers tolisten in on calls for training purposes. Noise at work protection is another necessary precaution that should be taken when setting up a contact centre, so

look for EU Control of Noise at Work compliant audio devices.

Collaboration

Remember collaboration is coming. The ability to automate business processesand integrate with collaboration tools such as Microsoft Exchange, MicrosoftLync and IBM Sametime are critical in todays world of collaboration.

Location

Location independent

Try to separate the technology from the location(s) of your operation. Setting uptelephony and systems in a private cloud with non-geographical numbers andcentralised delivery of systems such as ACD, dialler, scripting, CRM, etc. aregood decisions to make. The future is an uncertain place and the ability to be

agile, add new locations, outsource when appropriate and allow for growth arethe things which a separation of call centre and technology will give you.

Cloud-based contact centres are location independent, which means that


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www.callcentrehelper.com/ how-to-set-up-a-call-centre-from-sc ratch-the-checklist-42078.htm

agents and administrators have the freedom to log in from any location. All thatis required is a phone line (PSTN, SIP or mobile) and an internet connection.

Environment

Pay attention to the office layout to create a healthy working environment

Using the full space to disperse agents so they are not all sitting together creating a hub of noise will help to support a more positive sound environment.

Pay attention to placement of equipment such as printers and photocopiers, asthe noise they generate can increase general office noise levels.

Add sound barriers between agents to soften the ambient office noise.

Other cost-effective steps that can be utilised to support this include using softfurnishings where possible, such as blinds, carpets, cushions and paddedchairs. Plants also help to absorb sound within office environments.

Where possible, provide break out areas for calls that require privacy or extraconcentration. These can also be used for team meetings or one-to-onesessions.

Get your phone connections in early

Try to choose and order your ISDN and broadband connections as early aspossible. Whatever supplier you end up going with, the lead times are going tobe long. This is because behind the scenes, BT, Virgin, C&W and a handful of other large and slow telecom suppliers are still the only providers of lines andthey take months to deliver. Dont leave it to the last minute as this may delayyour launch by weeks, if not months.

Plan for the future

Build for now but plan for the future. Every modern contact centre needs to scaleand seamlessly grow to cost effectively react to market changes. The ability toadd agents across centralised or distributed locations can make the differencebetween success and failure when responding to customer demand.

Management information

Make sure you have lots of management information, live monitoring andperformance reports from day one. It is important that your information is current,accurate and easy to understand. Telephony stats are not enough. You will needto be able to link telephony data to the content of calls. This is another good


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Comments on: How to set up a call centre fromscratch the checklist

Headsets are essential for all internet user

Posted b y Maidulpci 19 Sep @ 10:39 am

Hi, Im inspired by how you have made it seem possible to pursue this venture.Your steps or check list is just what I needed because I have all the necessity to

reason to use scripted processes as these will add meaning to your statisticsand allow you to fine-tune your operation.

Contributors

Sian Ciabattoni, Andrew Doyle, Danny Singer and Klaas van der Leest.

Special thanks to Sian Ciabattoni, Marketing Director Noble Systems EMEA;

Andrew Doyle, Managing Director Jabra Business Solutions, UK & Ireland;Danny Singer Founder & CEO of Noetica; Klaas van der Leest, UK ManagingDirector Intelecom.

24 Jul 2013 - Filed under Technology , process , recruitment

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www.callcentrehelper.com/ how-to-set-up-a-call-centre-from-sc ratch-the-checklist-42078.htm

start but just didnt know where to start. I have all the expertise to run a call centreand at this point in time I need all the help I can get.

This has made my day and I have an idea where to begin now.

Many thanksT. Madlala

Posted b y Thokozani Madlala 16 Feb @ 5:38 pm

Thank you very much for the information, it really helped a great deal. Is it better or advisable to use routers to set up?

Posted b y yvunne 3 Jul @ 5:49 am

i need information on how to get a process to start a call centre?

Posted b y Amol 8 Sep @ 11:10 am

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