How to setup a callcenter that would succeed in San Francisco, CA?

Readers’ question:

Do I need specific technology for a call center to be successful, or would it be more effective if I invest in people? I need information on how I can make sure I will succeed if I put up a callcenter in San Francisco, California.

Frank Taylor

San Francisco, CA

First of all you should make sure that you plan your call center in San Francisco, California well for you to succeed in this venture. Any call center represents your company’s culture, employee’s skills, products and reputation.

There are many factors that affect the success rate of your call center. In planning your call center, you need to create a balance between choosing good technology and equipment while beating milestones, and at the same time making sure that you do not overlook the very important core of this business: customer – relationship strategy.

To get started you have to build good deal for your company and its products. Your primary goal is to establish a reputation of delivering satisfactory service and high customer satisfaction rate. Generating profits and ROI should always be a secondary goal.

First of all, you need to define your vision in doing the business in San Francisco, California. If it is already clear to you what you want to happen, you can go ahead and take stock of resources that are already in place.

Among the resources that need to be assessed are the office spaces that you need for that the number of agents that will man your callcenter. You also need to have a very good callcenter software that will handle incoming calls and be able to manage your customer and product database is very well. On top of this, you need to have adequately trained personnel who will be able to assist customers who called in efficiently and effectively.

More over, you should never overlook scheduling. Time zones will greatly influence your man power and shifting. Never underestimate the power of training which will be your engine to retain accounts that maintain a good customer satisfaction rate.

Lastly, always consult the experts in setting up a call center. It’s not a very wise decision to experiment with this very fast paced industry. Get an expert to build up and run your call center. It is always wise to invest in people’s skills and experience, as a call center is almost always a people-based industry.