There are numerous service companies in country

and many of them offer the same standard of work, which is wearing out. Thus, many companies are trying to understand how to set up their own call center, to ensure the most personalized service.

The customers want interaction, dialogue and more humane care. Therefore, the pragmatic model with lines in the gerund, hours of duration and lack of objectivity is no longer so useful.

Knowing how to set up a call center is a very important strategy for any business that understands the strategic role of customer service.

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Through the call center, a company can improve communication with customers and gather important information about its market.

If your company depends on a well-structured customer service to function, don't worry! Today we're going to teach you** how to set up an efficient **call center.

Learn how to set up a call center from the business plan

Before understanding how to set up a call center, you must understand that a call center is a significant investment. Therefore, to organize and verify the feasibility of this action, invest in a business plan.

When defining your call center's business plan, gather information such as the call center's objectives, marketing strategies, expected value and the names of those involved in the project.

The relevance of the business plan lies in outlining risks and problems, in addition to showing what can be done to face difficulties.

Choose the services

Once your call center's business plan has been drawn up, it is time to define the answering services that will be offered.

You can choose from the following templates:

• Customer Service or Relationship Center: serves to provide guidance, explanations and scheduling about products or services, reception of complaints and criticisms.
• Ombudsman: generally characterized as the last instance of customer service, it is a sector responsible for solving problems and errors related to the products or services offered by the company.
• Helpdesk: services for solving technical difficulties or problems encountered by customers. It is widely used by IT Outsourcing companies.
• Telemarketing: is the model used to promote and advertise products and services. It is very useful for prospecting new customers.
• Collection Advisory: is a channel responsible for contacting debtor customers, negotiating their debts and also making debt payments.

Define the type of operation

In addition to the type of services to be offered, you can also define the type of operation for your call center. This is one of the most important steps in setting up a call center.

The types of operation of a call center can vary in:

• Active: call centers that are only responsible for locating customers and making calls. They don't receive any requests. It's the telemarketing and billing type of operation.
• Receptive: are the call centers that only receive calls, such as SAC and ombudsmen.
• Mixed: this is the model that involves both types of operations – active and receptive. This is the ideal profile if you plan to run more than one service.

Gather information about your segment

Before even learning how to set up a call center, you need to understand if this model is applicable and/or useful for your business segment.

For your call center to be effective, it is necessary to adapt it to the particularities of your business.

Make a study of how your competitors offer customer service and how the structure is used

Make a financial plan

Setting up a call center is a task that will generate costs with telephony providers, software, hardware, training and more.

These are high expenses, so it is very important to make a financial planning for all needs.

It is also worth making a price quote to choose the most suitable suppliers for the company's needs and financial planning.

Hire qualified professionals

Providing customer service is not a task that can be performed by anyone or an employee specialized in another area.

The service is the customer's area of ​​greatest contact with your brand, so professionals must be engaged and prepared to relate to the public.

Your call center needs qualified professionals to work. Therefore, if you want to set up a call center, know that you will need to spend on recruiting professionals specialized in customer service or training so that other employees can learn.

In a call, the ideal is to basically divide the staff into:

• Agents: are responsible for customer service. The most suitable profile is communicative professionals who deal with the most varied types of public.
• Supervisors: must coordinate and monitor the services performed by agents. The objective of these professionals should be to guarantee the quality of care.
• MIS (Management Information System) team: group of professionals who will be responsible for developing strategies and building teams.

Determine customer service plan

It's critical to establish a standard of customer service in your call center. This is critical to conveying trust and credibility.

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We are not talking about defining a plastered script, with processes to be fulfilled during a call. Rather, it is to define steps that the service must complete to achieve the goal.

The service plan should contribute to setting up a more standardized and professional call center.

The steps need to be brief and as natural as possible, in order to ensure the best customer experience, that is, a fluid dialogue without memorized phrases.

train your team

Having a more productive and motivated call center team is a necessity, as today's customers value a more agile and complete service.

Always evaluate the performance of your service professionals and apply a training plan with practical training, courses and lectures.

Pay attention to the Omni channel experience

If we can give advice on how to set up a call center, it would be to focus on Omni channel service.

This is a model that proposes that the company is able to maintain synchrony in all relationship channels, that is, the speech needs to be aligned so that the public does not feel any difference in service when changing from one channel to another.

When service channels are integrated, it is much easier to collect information about the profile of customers and offer services that are more adapted to their needs.

Mounting a call center itself in order to offer a service closer and personal for customers, it is an excellent strategy to ensure the success of your business.

Source: Businessworld