Are You Going to Set Up a Call Center?

Any industrialist getting into the call center business today should be aware that he is entering a commodity-like business. Anyone claiming that they will offer innovation with niche practices is clearly not in the loop of the industry. One should accept the fact that this is not an innovative business. Given this how does one go ahead and make it a good proposition of investing in this pretty capital-intensive foray

Infrastructure: After having finalized that you would want to get into the call center business, it is imperative that you have the required infrastructure in place, the core team to propel the business and around ten call agents fully trained and capable of taking up a pilot project.

Hire Experience People: One has to make a mark in the call center business; the focus should be based on high-end quality and experience people at the helm to drive this extremely intense business. Accent neutralization and training in various situations should be absolute and the message should be pretty much clear on how a call should be handled. The business is in real time and there is no getting back after a call is messed up.

Register Under STPI: Next to this is to register under STPI so as to get the benefit of duty free imports for all the required hardware.

Collection of Assets: In addition to this the important requirements are carpet area, equipment, communication and manpower. The carpet area depends on the number of seats. It can range from 55-155 sq feet per agent, depending on the services rendered by the center. Based on this, and the space planned for facilities, amenities and support areas, you can estimate the total carpet area. Communication/connectivity depends on the volume of traffic and services rendered from the center.

A 200-seat call center will usually invest in a 2 Mbps international private leased circuit for inbound services, comprising two half circuits-one in India and the other in the US or UK through an international carrier.

Manpower deployed in a center falls under two broad categories-operations or agents and support or management. The ratio between the two varies depending on different parameters based on organization, services deployed and client requirements.

Technology needs: In terms of technical resources, a voice witch/EPABX, multiplexers (for data and voice transport), modems, routers and RISC/ CISC servers, headsets, desktops, E1/T1 circuits for the connectivity, IVR, CTI and ACD (Automatic Call Distributor) are needed.

The essential is to have a core team who has gone through the learning process in a call center and the essential team of HR, Finance, Trainers, and Operations in place.
If the business is managed efficiently, the entrepreneur can look at breaking even in around two and half years.

One more crucial aspect that one should accept and work it in the business plan is that the attrition levels in this industry north of 35 per cent. One should have a proper recruitment plan in place for such attrition levels and should not try to swim against this tide.


5 Responses to “Are You Going to Set Up a Call Center?”

  1. 1 powell March 30, 2008 at 4:33 pm

    dear sir,i want to be set up call center industry.can u tell me how can i do it.

    waiting for your reply

    with best regards

  2. 2 Maznan Malik April 2, 2008 at 12:01 pm

    The factor which can be very important while deciding “Set Up a Call Center” is location where you planning to setting up your call center. Location is a very important factor which can drastically reduce the cost of call center operation. A suitable location for your call center can be influenced by primarily land prices, galore man power near call center facility, state administration support (subsidy etc.), technology infrastructure availability and other minor factors are also could be inconsideration.

  3. 3 MOHD. MUSTAQEEM April 10, 2008 at 2:24 am

    dear sir,i want to be set up call center industry.can u tell me how can i do it.

    waiting for your reply

    with best regards


  4. 4 Mizan October 7, 2008 at 11:07 am

    Dear sir,

    I want to be set up call center industry at Dhaka.There have no skill people like India. We are same also.Can u tell me how can i do it.

    waiting for your reply

    with best regards


  5. 5 aarif December 6, 2008 at 11:11 am

    i can help, in case someone is interested opening a call center or looking for call center business..

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