Setting up a call centre.

Hi Validy

There are organisations that I can recommend that offer a free consultancy day on communication technology. I'd be happy to advise.
Let me know if I can be of any help

Johnty

Hi Vaidee

Your question's quite broad, However here's a few facets that you need to focus on.

Technology- For both inbound and outbound, You can google Vicidial(Almost a free tool) very affordable
Products- Depending on the products you have, ensure that your recruitment process is aligned to this.
Environment- Make it as people friendly as possible, this reduces staff attrition and drives performance
Processes- Get someone that jacked up with Excel, this individual should be experienced in building reports. This is always vital in the CC arena.

I can go on for hours mate, however you may mail me on ---Address Removed--- at anytime and i'll provide you with some answers.

Hi Vaidy,

It is key for you to understand what you are looking to achieve from a solution and what you want out of the company you will partner with. You will need to think about your required mix of inbound, outbound or blended operation, whether you require a simple contact centre solution, or a more advanced offering with IVR, SMS, email/web integration, agent desktops etc.

You can get free independent advice from the Business Link website or download templates for RFPs on the internet just by searching for something like 'building an rfp'.

Hopefully this will be of assistance I would be more than happy to talk about this further or share some ideas.
Thanks

Dan