Call centers are a vital organism in the world of business. They not only help maintain customer satisfaction, but also helps pass on data and information with regard to customer trends and requirements which thereafter are used to develop and improve new business strategies and products to facilitate and capture the market. However, these are also being sent off to offshore companies which are far cheaper than when operating from within the city limits of key cities and headquarters of companies. However, it’s not only the large companies which require call centers. Even smaller companies which are centered on a service based product or process require call centers to maintain customer relationships and these small companies definitely do not have the capacity to offshore their call-centers to India. Here are a few tips to starting up your own call center.
Capture the Market
As in the case of any business, most important and first step should be to capture the market. It is important to capture the business of a few good companies before starting off. Most large corporations have their own offshore call centers, thus focus on small companies closer to home who might need your service. Online retailers, service providers of cleaning, babysitting, technical services, taxi services are all out there for you to capture. Since these are all small companies or sole owner proprietorships, try to maintain a customer portfolio with a few of these rather than just one. Learn the art of multi-tasking and maintaining a number of companies and customers asking for all of these rather than just one. This form of system, if properly maintained and handled can become a very lucrative business plan in the future.
Getting the Right Equipment
The most important part of a call-center is the equipment. Make sure to purchase the right unified communications in Singapore to ensure your calls are processed in an effective manner and that no customer is left dissatisfied on the phone for an hour without being able to speak to an operator.
Managing Human Capital
The actual work is done by the employees and their people skills and communication skills are vital to the success of the company. Make sure to give them all a proper training in handling customers before being put on the floor. There are bound to be annoying customers who would be very difficult to deal with. However, your staff need to manage them without tempers rising. Similarly, you as the employer also need to maintain good relationships with your employees to reduce employer turnover.