Covid 19 Customer Stories: Learn how our clients overcame new challenges!

How To Start a Contact Center in 5 Steps!

Published on Jun 29, 2017 at 7:23 am in Blog

After analyzing your business, you have identified that a contact center is the answer to your purposes and objectives. But do you know what to do next? Where to start? Here are a few things you need to consider to start your contact center:
1. Type of contact center operation. You can have the following types:

  • Inbound – Receives calls from customers
  • Outboud – Makes calls to customers
  • Blended – Mixes both services to provide the most complete customer experience.

2. Right technical solution.

It has to support the must have and nice to have features. And here there´s no question that the right solution is a cloud contact center.

According to Dimension Data Global Benchmarking Report for 2016: “Cloud is a must for contact centers and 60.5% of surveyed companies were planning for it.”

3. Team.

Will you be handling your customers by yourself or will be needing some help? If yes, when putting together your team:

Look for people with excellent conversation and decision-making skills.
Consider the option of hiring people who work from their own homes, to save money in infrastructure costs.

4. Configure your contact center.
You will need to add:

  • Campaigns to organize your business.
  • Agents to talk to your customers, even if it just yourself.
  • Contact list with names, phone numbers, email addresses, and so on to interact with people.
  • Business outcomes to classify the results of the interactions with your customers.

5. Add KPIs (Key Performance Indicators) to measure your actions and see if you are on the right path to meeting your goals.
Xperience Proactive, Altitude´s cloud contact center solution, is the perfect fit to your business needs. It is suitable to small businesses that are setting up a contact center for the first time and to larger organizations with several campaigns and agents. It is flexible, reliable, secure, scalable to grow at the same pace as your business.

Do you want to know more? Download the full ebook!

Celia Cerdeira

Celia Cerdeira

Other insights

4 Tips to Meet Millennial Customer Service Expectations

I lived in the UK for a few years and in the first weeks of moving there, I had.

Read more

Implementing AI and data: how to get started

You surely know by now that AI and Data have many practical applications to improve your business.  Good. Becoming aware is the.

Read more

What are the benefits of an insurance responsive contact center?

Back when I was in college I worked as a waitress part time at an Italian restaurant where I.

Read more

What is a responsive agent

A responsive agent is any company employee. The explosion of remote interaction across all industries and company sizes is.

Read more

3 tips to set up a responsive contact center

A couple of years ago I attended a conference on customer service and participated in a session where a.

Read more

What is a responsive contact center

A responsive contact center focuses on the customer and the customer’s experience by allowing each individual customer to define.

Read more

responsive_square1

Can't afford losing customers?

Make your Contact Center frustration-free and responsive and respond 100% of customer enquiries.

responsive_square1

Can't afford losing customers?

Make your Contact Center frustration-free and responsive and respond 100% of customer enquiries.