Call Centre Start Up

Hi All
Been down the start up road before but currently looking at a start up for an out-bound B2C start up for up to 25 seats initially. The model will function with full FSA compliance and will encompass multi skilled agents as we will be looking to incorporate some out-source work at a later stage.

I have a picture of what we need, but am looking for some tips/discussion/advice/thoughts call it what you will, based on others expertise or personal recommendations when it comes to phone systems, crm software, providers etc. The pros and cons and the good and bad providers of an in house dialling solution against hosted options for eg? Voip or ISDN?

As for an outline of the plan so far well;

15 seats initially raising to 25 quite quickly but should be able to upscale and or downscale

Mainly outbound but with inbound CS being integral to the operation

Must have full call recording preferably onsite, taking into account the new PCI Compliance as we will for some products be taking payment from consumers.

Preferably need email and text capabilities per agent but not absolute

Thanks in advance for any thoughts on the above

Hi Jonty
Thanks for the reply much appreciated, ISDN does without a doubt offer better quality thats pretty much a given, but there do seem to be more and more hosted solutions coming to market that are VOIP based, we would probably go for a mix of the two but at this stage we still trying to clarify that. I have a couple of meetings set up but intend to seek out the best deal we can find of course.

With regard to the outsourcing we have contracts already drawn up for a small niche market, a subset of our core products that we have been asked to “look after” on an inbound basis by one of our suppliers.

Forgot to mention we will also need both predictive and power dialling.

Looking at both options at this stage

http://www.callcentrehelper.com/forum/topic/no-advertising-on-this-forum-please