Alexa A Quick Guide to Starting a Contact Center
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A Quick Guide to Starting a Contact Center


A Quick Guide to Starting a Contact Center

There has never been a better time to start a contact center. With so many brands and companies in need of outsourcing call operations, it can be a potentially lucrative entrepreneurial endeavor to get into the industry. However, that doesn’t necessarily guarantee success. In this guide, we’ll go over a few tips that should allow you to get into the business successfully. If you want to learn more, continue reading.

1. Decide your contact center’s setup

Before you begin, you must first determine the setup of your contact center. Here’s a quick breakdown of the two most common types of structures used by these businesses:

  • On-site. As its name implies, on-site contact centers generally operate from a single, central location. All operations will take place from the office, and it’s an excellent option for those looking to build their businesses from fixed locations to cater to companies with higher security requirements. It’s also a better approach if you’re recruiting a bigger team because it’ll be easier not only to source talent but also to manage them.
  • Remote contact centers are those that generally operate remotely. Workforces will perform their duties from home, and most operations and interactions will take place over the World Wide Web. While this structure is cheaper since setup costs are lower, maintaining TCPA compliance and managing employees can be more challenging. So if you’re looking to go virtual, consider investing in the best performance and productivity solutions.

2. Consider your focus

Apart from the setup of your contact center, you must also carefully consider the focus of your operations. This can either be concentrating on outbound calls or responding to incoming ones.

  • This focus is all about engaging in cold calls, whether it’s for sales, appointment setting, surveys, telemarketing, lead generation, or sales. Agents generally initiate these calls for their respective clients instead of responding to them in an outbound contact center setting.
  • The opposite of the previously mentioned outbound calling, a focus on inbound calls means that the contact center specializes in answering and responding to calls, such as customer and technical support. Agents rarely make calls themselves unless it's a follow-up.

3. Determine your goals

It’s a rule of thumb to determine your goals before setting up any business, especially a contact center, because it'll guide you on the operations that you'll be handling, processes to implement, expenses you'll incur, and the people to recruit. It's also vital when you're looking to scale because it'll allow you to break your company's progress down into more achievable components, and help you chip at your objectives to grow the business better consistently.

4. Work on your budget

Starting a contact center isn’t a cheap proposition. Beyond equipment, salaries, and registration fees, you’ll also have to shoulder marketing expenses and rent, internet, and utilities if you plan to establish an on-site business. In other words, you’ll need a sizable capital for it. Therefore, you must secure the funding you require before making any financial commitments, or you could end up with money problems later on.


It's easy to see the appeal of establishing a contact center. After all, organizations in need of professional call center and help desk operations are in ample supply. With careful planning and preparation, you can thrive and flourish, even in its highly competitive industry.

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