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Creating a Thriving Call Center - Carol Evenson - ContactCenterWorld.com Blog

Creating a Thriving Call Center

With technology at your fingertips and the internet giving a world of possibilities, starting a business can be easier than you think, especially if your business targets a high-demand need. Handling an overflow of calls for other companies and running your own call center business can be a huge payoff for you and your company if you know how to meet the demand and do it well.

It's not uncommon for busy companies to outsource their call center work, and not all of the calls will be accounts receivable related. You can find opportunities to handle calls involving updates, customer service, technology, and more. The truth is, businesses want to be able to operate smoothly and efficiently. If you can start a call center for a good rate and deliver great service, you could find yourself with ongoing clients time and time again. 

So how do you deliver on a great call center business? Follow these few tips to help you be on your way.


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Have the Right Technology

Before any business can begin, you need to know what it takes to run and operate the company. Not only is it important to do your research, but you'll need to have the technology and resources available to deliver your service. That means understanding how and when to employ caller ID spoofing and any other service that goes with operating a call center.

You'll want to determine your setup as well. Will your call center business be a virtual or on-site business? Knowing how you want to operate and run your company will help you understand what technology needs to be employed.



Be Compliant

Compliance is a big deal when it comes to operating a call center. Will you have clients in multiple states or focus solely on your local area? Be warned, compliance laws vary from state, and it will be your responsibility to make sure you understand the laws and regulations of operating a call center.

Make sure you have a compliance team ready to do the research and keep you up to date on your licenses to operate. The last thing you want is to be sued over breaking the law. As a business, it's your responsibility to make sure you understand the legalities of operating a call center.

It can be daunting at first, but once your business understands the legal responsibilities, such as the TCPA (Telephone Consumer Protection Act), and the requirements in the state you're pursuing, you'll be on your way to running a smooth call center business. 



Hire the Right People

It should go without saying that the people you hire can make or break your business. Your employees are the face of the company and choosing someone who can handle the job duties shouldn't be the only focus. You'll want to make sure you're bringing somebody on board who can show patience, consideration, and problem-solving skills.

Working in a call center can have its stresses, and hiring the right person for the job means making sure you've got employees who are trained and prepared to take on the demands with a smile and understanding tone.

Why is this so important? If a client is trusting you with their call center work, then they are expecting you to act on behalf of their brand. If you give bad service to the people you're contacting, then you can hurt the client's brand, which means you could lose business. However, if you focus on hiring people who offer a listening tone while navigating what the customer wants, you'll be strengthening your client's brand while securing your business.

Starting any business takes hard work and research, but if you've done your homework, you can find your company rising to the top. If you want to jump into the call center business, remember to cover the basics. Don't forget to have the right technology, stay compliant, and hire people who offer excellent customer service. If you cover this basis, you'll be well on your way to operating a successful business.

Publish Date: January 5, 2022 7:00 PM

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