call centre business plan example

Call Center Business Plan Template

Written by Dave Lavinsky

Call Center Business Plan

Over the past 20+ years, we have helped over 1,000 entrepreneurs and business owners create business plans to start and grow their call centers. On this page, we will first give you some background information with regards to the importance of business planning. We will then go through a call center business plan template step-by-step so you can create your plan today.

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What is a Call Center Business Plan?

A business plan provides a snapshot of your call center as it stands today, and lays out your growth plan for the next five years. It explains your business goals and your strategy for reaching them. It also includes market research to support your plans.

Why You Need a Business Plan for a Call Center

If you’re looking to start a call center, or grow your existing call center, you need a business plan. A business plan will help you raise funding, if needed, and plan out the growth of your call center in order to improve your chances of success. Your business plan is a living document that should be updated annually as your company grows and changes.

Sources of Funding for Call Centers

With regards to funding, the main sources of funding for a call center are personal savings, credit cards, bank loans and angel investors. With regards to bank loans, banks will want to review your plan and gain confidence that you will be able to repay your loan and interest. To acquire this confidence, the loan officer will not only want to confirm that your financials are reasonable, but they will also want to see a professional plan. Such a plan will give them the confidence that you can successfully and professionally operate a business. Personal savings and bank loans are the most common funding paths for call centers.

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How to write a business plan for a call center agency.

If you want to start a call center or expand your current one, you need a business plan. Below we detail what should be included in each section of your own plan:

Executive Summary

Your executive summary provides an introduction to your business plan, but it is normally the last section you write because it provides a summary of each key section of your plan.

The goal of your Executive Summary is to quickly engage the reader. Explain to them the type of call center you are operating and the status. For example, are you a startup, do you have a call center that you would like to grow, or are you operating call centers in multiple markets?

Next, provide an overview of each of the subsequent sections of your plan. For example, give a brief overview of the telemarketing industry. Discuss the type of call center you are operating. Detail your direct competitors. Give an overview of your target customers. Provide a snapshot of your marketing plan. Identify the key members of your team. And offer an overview of your financial plan.  

Company Overview

In your company overview, you will detail the type of call center you are operating.

For example, you might operate one of the following types of call centers:

• Inbound Call Center : this type of call center focuses on answering inbound phone calls usually from new and existing consumers.
• Outbound Call Center: this type of call center specializes in calling customers and consumers on a company’s behalf and are responsible for selling a product/service and expanding a company’s reach in their phone calls.
• Automated Call Centers: this type of call center has a computer-based system that is interactive and allows the callers to handle some of the responsibilities of directing their call.

In addition to explaining the type of call center you will operate, the Company Overview section of your business plan needs to provide background on the business.

Include answers to question such as:

• When and why did you start the business?
• What milestones have you achieved to date? Milestones could include the number of customers served, number of positive reviews, reaching X amount of clients served, etc.
• Your legal structure. Are you incorporated as an S-Corp? An LLC? A sole proprietorship? Explain your legal structure here.

Industry Analysis

In your industry analysis, you need to provide an overview of the telemarketing industry.

While this may seem unnecessary, it serves multiple purposes.

First, researching the industry educates you. It helps you understand the market in which you are operating.

Secondly, market research can improve your strategy, particularly if your research identifies market trends.

The third reason for market research is to prove to readers that you are an expert in your industry. By conducting this market research and presenting it in your plan, you achieve just that.

The following questions should be answered in the industry analysis section:

• How big is the industry (in dollars)?
• Is the market declining or increasing?
• Who are the key competitors in the market?
• Who are the key suppliers in the market?
• What trends are affecting the industry?
• What is the industry’s growth forecast over the next 5 – 10 years?
• What is the relevant market size? That is, how big is the potential market for your call center? You can extrapolate such a figure by assessing the size of the market in the entire country and then applying that figure to your local population.

Customer Analysis

The customer analysis section must detail the customers you serve and/or expect to serve.

The following are examples of customer segments: telemarketing companies, large organizations, charities, and help desks/customer support teams.

As you can imagine, the customer segment(s) you choose will have a great impact on the type of call center you operate. Clearly, charities would respond to different marketing promotions than help desks, for example.

Try to break out your target customers in terms of their demographic and psychographic profiles. With regards to demographics, include a discussion of the ages, genders, locations and income levels of the customers you seek to serve.

Psychographic profiles explain the wants and needs of your target customers. The more you can understand and define these needs, the better you will do in attracting and retaining your customers.

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Competitive Analysis

Your competitive analysis should identify the indirect and direct competitors your business faces and then focus on the latter.

Direct competitors are other call centers.

Indirect competitors are other options that customers have to purchase from that aren’t direct competitors. This includes in-house customer support departments and online support websites. You need to mention such competition as well.

With regards to direct competition, you want to describe the other call centers with which you compete. Most likely, your direct competitors will be call centers located very close to your location.

For each such competitor, provide an overview of their businesses and document their strengths and weaknesses. Unless you once worked at your competitors’ businesses, it will be impossible to know everything about them. But you should be able to find out key things about them such as:

• What types of customers do they serve?
• What type of call center are they?
• What is their pricing (premium, low, etc.)?
• What are they good at?
• What are their weaknesses?

With regards to the last two questions, think about your answers from the customers’ perspective. And don’t be afraid to ask your competitors’ customers what they like most and least about them.

The final part of your competitive analysis section is to document your areas of competitive advantage. For example:

• Will you provide shorter call times and higher call volume?
• Will you provide call center services that your competitors don’t offer?
• Will you provide better customer service?
• Will you offer better pricing?

Think about ways you will outperform your competition and document them in this section of your plan.  

Marketing Plan

Traditionally, a marketing plan includes the four P’s: Product, Price, Place, and Promotion. For a call center agency, your marketing plan should include the following:

Product : In the product section, you should reiterate the type of call center company that you documented in your Company Analysis. Then, detail the specific products you will be offering. For example, in addition to a call center, will you provide call forwarding, market research, lead generation, and any other services?

Price : Document the prices you will offer and how they compare to your competitors. Essentially in the product and price sub-sections of your marketing plan, you are presenting the call center services you offer and their prices.

Place : Place refers to the location of your call center company. Document your location and mention how the location will impact your success. For example, is your call center located in a busy retail district, a business district, a standalone office, etc. Discuss how your location might be the ideal location for your customers.

Promotions : The final part of your call center marketing plan is the promotions section. Here you will document how you will drive customers to your location(s). The following are some promotional methods you might consider:

• Advertising in local papers and magazines
• Reaching out to websites
• Social media marketing
• Local radio advertising

Operations Plan

While the earlier sections of your plan explained your goals, your operations plan describes how you will meet them. Your operations plan should have two distinct sections as follows.

Everyday short-term processes include all of the tasks involved in running your call center, including answering inbound calls, making outbound calls, finding solutions to customers’ issues, track statistics of your call length and volume, and expand the reach of your client.

Long-term goals are the milestones you hope to achieve. These could include the dates when you expect to land your Xth client, or when you hope to reach $X in revenue. It could also be when you expect to expand your call center to a new city.

Management Team

To demonstrate your call center’ ability to succeed, a strong management team is essential. Highlight your key players’ backgrounds, emphasizing those skills and experiences that prove their ability to grow a company.

Ideally you and/or your team members have direct experience in managing call centers. If so, highlight this experience and expertise. But also highlight any experience that you think will help your business succeed.

If your team is lacking, consider assembling an advisory board. An advisory board would include 2 to 8 individuals who would act like mentors to your business. They would help answer questions and provide strategic guidance. If needed, look for advisory board members with experience in managing a call center or successfully running a sales or customer support team .  

Financial Plan

Your financial plan should include your 5-year financial statement broken out both monthly or quarterly for the first year and then annually. Your financial statements include your income statement, balance sheet and cash flow statements.

In developing your income statement, you need to devise assumptions. For example, will you take on one new client at a time or multiple new clients ? And will sales grow by 2% or 10% per year? As you can imagine, your choice of assumptions will greatly impact the financial forecasts for your business. As much as possible, conduct research to try to root your assumptions in reality.

Balance Sheets : Balance sheets show your assets and liabilities. While balance sheets can include much information, try to simplify them to the key items you need to know about. For instance, if you spend $50,000 on building out your call center, this will not give you immediate profits. Rather it is an asset that will hopefully help you generate profits for years to come. Likewise, if a bank writes you a check for $50,000, you don’t need to pay it back immediately. Rather, that is a liability you will pay back over time.

In developing your Income Statement and Balance Sheets be sure to include several of the key costs needed in starting or growing a call center:

• Cost of computer software.
• Cost of equipment and supplies
• Payroll or salaries paid to staff
• Business insurance
• Taxes and permits
• Legal expenses

Attach your full financial projections in the appendix of your plan along with any supporting documents that make your plan more compelling. For example, you might include your office location lease or invoices of client projects you are working on.  

Putting together a business plan for your call center is a worthwhile endeavor. If you follow the template above, by the time you are done, you will truly be an expert. You will really understand the call center industry, your competition, and your customers. You will have developed a marketing plan and will really understand what it takes to launch and grow a successful call center.  

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Other Helpful Business Plan Articles & Templates

• Sample Business Plans
• IT, Staffing & Customer Service

Call Center Business Plan

If you are planning to start a new call center business, the first thing you will need is a business plan. Use our sample call center business plan created using Upmetrics business plan software to start writing your business plan in no time.

Before you start writing your business plan for your new call center business, spend as much time as you can reading through some examples of services-related business plans.

Reading sample business plans will give you a good idea of what you’re aiming for, and also it will show you the different sections that different entrepreneurs include and the language they use to write about themselves and their business plans.

We have created this sample Call Center Business Plan for you to get a good idea about what a perfect business plan should look like and what details you will need to include in your stunning business plan.

Call Center Business Plan Outline

This is the standard call center business plan outline, which will cover all important sections that you should include in your business plan.

• Mission Statement
• Vision Statement
• Customer Focus
• 3 Year profit forecast
• Business Structure
• Startup cost
• Products and Services
• Market Trends
• Corporate Organizations
• Advertising and Marketing Agencies
• Political Parties
• Religious Organizations
• SWOT Analysis
• Sales Strategy
• Advertising Strategy
• Sales Forecast
• Important Assumptions
• Brake-even Analysis
• Profit Yearly
• Gross Margin Yearly
• Projected Cash Flow
• Projected Balance Sheet
• Business Ratios

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After  getting started with Upmetrics , you can copy this sample business plan into your business plan and modify the required information and download your call center business plan pdf and doc file. It’s the fastest and easiest way to start writing your business plan.

Download a sample call center business plan

Need help writing your business plan from scratch? Here you go;  download our free call center business plan pdf  to start.

It’s a modern business plan template specifically designed for your call center business. Use the example business plan as a guide for writing your own.

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About the Author

Upmetrics Team

Upmetrics is the #1 business planning software that helps entrepreneurs and business owners create investment-ready business plans using AI. We regularly share business planning insights on our blog. Check out the Upmetrics blog for such interesting reads. Read more

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Call Center Business Plan Template

Written by Dave Lavinsky

Call Center Business Plan

You’ve come to the right place to create your Call Center business plan.

We have helped over 1,000 entrepreneurs and business owners create business plans and many have used them to start or grow their Call Center businesses.

Below is a template to help you create each section of your Call Center business plan.

Executive Summary

Business overview.

TalkCentral is a new inbound call center located in San Antonio, Texas. Our call center will provide customer service and help desk support for customers of tech, software, and telecommunications companies. We can provide customers support through phone call or text and will always help customers with the utmost patience, compassion, and respect. Clients who work with us will experience a significant improvement in customer satisfaction and retention.

TalkCentral is founded by Dave Harper. Dave was previously a senior manager at one of the leading telecommunications companies in the country. However, his company had a horrible reputation for untimely and unhelpful customer service. Therefore, he was inspired to create a call center that would improve the support experience for customers of similar companies.

Product Offering

TalkCentral will provide customer support for the customers of our clients. Since we will work with clients in the tech, software, and telecommunications industries, we will primarily help their customers with billing services, questions regarding products and services, and technical issues. Customers can call or text our service lines for support. They will quickly be matched with an appropriate agent by answering the prompts from our automated system.

Customer Focus

TalkCentral will primarily serve tech, software, and telecommunications companies that are in need of a good customer support team. Though TalkCentral is located in San Antonio, we will assist any companies in these industries that are located in the United States.

Management Team

TalkCentral is founded by Dave Harper. Dave was previously a senior manager at one of the leading telecommunications companies in the country. Unfortunately, his company had a horrible reputation for untimely and unhelpful customer service. He found that the customer service team was inadequately trained and had a high turnover rate. This led to low customer satisfaction and retention scores. Since the company was slow to resolve these issues, Dave was inspired to create an inbound call center that would help provide quality customer support to similar companies.

Success Factors

TalkCentral is primed for success by offering the following competitive advantages:

• TalkCentral will provide quality customer service for a more affordable price than clients would pay hiring their own customer service team.
• The company will offer high-quality customer service that increases customer retention.
• TalkCentral has a management team with extensive experience running a multi-billion dollar telecommunications company.

Financial Highlights

TalkCentral is currently seeking $700,000 to launch. The funding will be dedicated to the office build out, equipment and supplies, overhead, marketing expenses, and working capital. The breakout of the funding is below:

• Office design/build: $250,000
• Equipment, technology, and supplies: $100,000
• Three months of overhead (rent, utilities, salaries): $200,000
• Marketing expenses: $100,000
• Working capital: $50,000

The following graph below outlines the pro forma financial projections for TalkCentral.

Company Overview

Who is talkcentral.

  When our clients’ customers call our number, their call will be answered quickly and efficiently. Customers can call in for questions regarding billing, services, or products as well as get answers and help to technical problems they are experiencing. We will have an easy phone system that will guide them to the perfect agent who can help them.

While working as a senior manager, Dave was inspired to create a call center that would provide quality customer support for tech, software, and telecommunications companies. He conducted a market analysis and surveyed his previous employer’s customers to see if there was demand for these services. The results from the analysis and survey were overwhelmingly positive, which inspired Dave to immediately start planning his new business.

TalkCentral’s History

After conducting his market analysis and survey, Dave Harper incorporated TalkCentral as an S-Corporation on May 1st, 2023. Since incorporation, Dave has achieved the following milestones for TalkCentral:

• Developed the company’s name, logo and website
• Finished the list of services the company will provide
• Determined equipment and inventory requirements
• Found a potential office location

TalkCentral’s Services

TalkCentral will primarily offer customer service and help desk support for customers of tech, software, and telecommunications companies. Customers can either call or text our support lines and will be guided to an appropriate agent to help them with their problem. We expect most customers will call to discuss billing or technical problems they are experiencing.

Industry Analysis

Revenue for the inbound call centers is expected to grow over the next five years. This growth is due to the increasing demand for quality customer support teams and the need to outsource these services. Poor customer support results in low customer retention. However, hiring and training a quality customer support team is expensive so many companies outsource these services to call centers to save money. Therefore, there is significant demand for these services and that demand is not expected to slow down anytime soon.

According to Research And Markets, the global call center outsourcing market was valued at $249 billion in 2021 and is expected to grow at a compound annual growth rate of 8.93% until 2027. This is significant growth for any industry and shows just how much companies will continue to depend on these services. Therefore, this is a great time to launch a new inbound call center as we are sure to be successful and profitable.

Customer Analysis

Demographic profile of target market, customer segmentation.

TalkCentral will primarily target the following customer profiles:

• Tech companies
• Software companies
• Telecommunications companies

Competitive Analysis

Direct and indirect competitors.

TalkCentral will face competition from other companies with similar business profiles. A description of each competitor company is below.

Fusion Support Services

Fusion Support Services has been a popular business process outsourcing company in San Antonio for 20 years. They offer numerous services for local companies, including inbound customer service, human resources, and marketing. Since they can offer a whole package of services, they have created several long-lasting relationships with medium and large sized businesses in the area. However, Fusion Support Services does not specialize in inbound customer support. Therefore, companies looking for professionals in this field will prefer our services.

Texas Tech Support

Texas Tech Support is an inbound call center that specifically helps tech companies with customer service and tech support services. Tech companies are usually more invested in the development of their products than providing customer support, so they need a partner company that can provide these services to their customers. Texas Tech provides a fully trained staff of professionals that can help customers with basic questions regarding billing, products, or technical difficulties. Every call is answered with compassion, patience, and incredible expertise that helps improve customer satisfaction and retention.

Genesis Support Services

Genesis Support Services is a highly fast-paced call center environment located in the heart of San Antonio. They offer a wide variety of outsourced inbound call center services and cater to numerous industries and businesses located in the San Antonio area. They have been in the business for 30 years and are often the first call center businesses think of when they need customer service support. However, their reputation has suffered in recent years, which gives TalkCentral an advantage as we enter the market.

Competitive Advantage

TalkCentral will be able to offer the following advantages over the competition:

• Management : Our management team has extensive experience leading and managing telecommunications companies and providing customer support services.
• Affordability : We will provide quality services at a more affordable rate than the competition.
• Quality Service : TalkCentral is committed to providing quality customer service and support. We guarantee our services will help improve customer satisfaction and retention.

Marketing Plan

Brand & value proposition.

TalkCentral will offer the unique value proposition to its clientele:

• High-quality customer support and help desk services
• Affordable rate
• Highly trained staff
• Guarantee of improved customer retention

Promotions Strategy

The promotions strategy for TalkCentral is as follows:

Website/SEO Marketing

TalkCentral will design an efficient and appealing website to attract clients. The website will be well organized, informative, and list the services that we provide. We will also invest in SEO so that we will appear at the top of search engine results when clients are searching for call centers to partner with.

Social Media

The company will have several social media accounts and invest in ads on all social media platforms. The company will also use targeted marketing to appeal to our target demographics.

Targeted Cold Calls

TalkCentral will initially invest significant time and energy into contacting potential clients via telephone. In order to improve the effectiveness of this phase of the marketing strategy, a highly-focused call list will be used, targeting startups and small businesses. As this is a very time-consuming process, it will primarily be used during the startup phase to build an initial client base.

Advertisement

Advertisements in print publications like newspapers, magazines, etc., are an excellent way for businesses to connect with their audience. TalkCentral will advertise its services in popular magazines and news dailies. Obtaining relevant placements in industry magazines and journals will also help in increasing brand visibility.

The pricing of TalkCentral will be moderate and on par with competitors so clients feel they receive value when hiring our services.

Operations Plan

TalkCentral will utilize the following operations plan. Operation Functions:

• Dave Harper will be the President of TalkCentral and will oversee the general operations of the company. To launch, he will need to hire the following staff:
• An Administrative Assistant to help with administrative functions.
• An Accountant who will manage all client invoicing, billing, and payables.
• A Human Resources Manager who will oversee all employee hiring, onboarding, payroll, retention, and benefits programs.
• A Marketing Manager to oversee all the marketing and promotional campaigns.
• Training Managers who will train the customer support staff.
• 50 customer support staff to provide our customer support and help desk services.

Milestones:

TalkCentral will have the following milestones complete in the next six months:

• 6/1/202X – Finalize lease agreement for office space
• 7/1/202X – Office build out
• 8/1/202X – Hire and train essential staff
• 9/1/202X – Begin marketing campaign
• 10/1/202X – Launch TalkCentral
• 11/1/202X – Reach break even

As a former senior manager, Dave has extensive experience in the management and operations aspects of running a large, successful business. He will hire several staff to help him manage the administrative, marketing, accounting, and customer service functions of the company.

Financial Plan

Key revenue & costs.

The key revenues for TalkCentral will come from charging our clients for our services.

The major cost drivers will include salaries, overhead, equipment purchasing and maintenance, and marketing expenses.

Funding Requirements and Use of Funds

Key assumptions.

The following outlines the key assumptions required in order to achieve the revenue and cost numbers in the financials and pay off the startup business loan.

• Number of clients:
• Annual lease: $100,000

Financial Projections

Income statement.

Balance Sheet

Cash Flow Statement

Call Center Business Plan FAQs

What is a call center business plan.

A call center business plan is a plan to start and/or grow your call center business. Among other things, it outlines your business concept, identifies your target customers, presents your marketing plan and details your financial projections.

You can easily complete your Call Center business plan using our Call Center Business Plan Template here .

What are the Main Types of Call Center Businesses? 

There are a number of different kinds of call center businesses , some examples include: Inbound Call Center, Outbound Call Center, and Automated Call Centers.

How Do You Get Funding for Your Call Center Business Plan?

Call Center businesses are often funded through small business loans. Personal savings, credit card financing and angel investors are also popular forms of funding.

What are the Steps To Start a Call Center Business?

Starting a call center business can be an exciting endeavor. Having a clear roadmap of the steps to start a business will help you stay focused on your goals and get started faster.

1. Develop A Call Center Business Plan - The first step in starting a business is to create a detailed call center business plan that outlines all aspects of the venture. This should include potential market size and target customers, the services or products you will offer, pricing strategies and a detailed financial forecast. 

2. Choose Your Legal Structure - It's important to select an appropriate legal entity for your call center business. This could be a limited liability company (LLC), corporation, partnership, or sole proprietorship. Each type has its own benefits and drawbacks so it’s important to do research and choose wisely so that your call center business is in compliance with local laws.

3. Register Your Call Center Business - Once you have chosen a legal structure, the next step is to register your call center business with the government or state where you’re operating from. This includes obtaining licenses and permits as required by federal, state, and local laws.

4. Identify Financing Options - It’s likely that you’ll need some capital to start your call center business, so take some time to identify what financing options are available such as bank loans, investor funding, grants, or crowdfunding platforms.

5. Choose a Location - Whether you plan on operating out of a physical location or not, you should always have an idea of where you’ll be based should it become necessary in the future as well as what kind of space would be suitable for your operations.

6. Hire Employees - There are several ways to find qualified employees including job boards like LinkedIn or Indeed as well as hiring agencies if needed – depending on what type of employees you need it might also be more effective to reach out directly through networking events.

7. Acquire Necessary Call Center Equipment & Supplies - In order to start your call center business, you'll need to purchase all of the necessary equipment and supplies to run a successful operation.

8. Market & Promote Your Business - Once you have all the necessary pieces in place, it’s time to start promoting and marketing your call center business. This includes creating a website, utilizing social media platforms like Facebook or Twitter, and having an effective Search Engine Optimization (SEO) strategy. You should also consider traditional marketing techniques such as radio or print advertising. 

Learn more about how to start a successful call center business:

• How to Start a Call Center

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Call Center Business Plan Template

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Follow these tips to quickly develop a working business plan from this sample.

1. Don't worry about finding an exact match

We have over 550 sample business plan templates . So, make sure the plan is a close match, but don't get hung up on the details.

Your business is unique and will differ from any example or template you come across. So, use this example as a starting point and customize it to your needs.

2. Remember it's just an example

Our sample business plans are examples of what one business owner did. That doesn't make them perfect or require you to cram your business idea to fit the plan structure.

Use the information, financials, and formatting for inspiration. It will speed up and guide the plan writing process.

3. Know why you're writing a business plan

To create a plan that fits your needs , you need to know what you intend to do with it.

Are you planning to use your plan to apply for a loan or pitch to investors? Then it's worth following the format from your chosen sample plan to ensure you cover all necessary information.

But, if you don't plan to share your plan with anyone outside of your business—you likely don't need everything.

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Call Center Business Plan Template [Updated 2024]

Call Center Business Plan Template

If you want to start a call center business or expand your current call center, you need a business plan.

Fortunately, you’re in the right place. Our team has helped develop over 100,000 business plans over the past 20 years, including thousands of call center business plans.

The following call center business plan template and example gives you the key elements you must include in your plan. In our experience speaking with lenders and investors, the template is organized in the precise format they want.

You can download our Ultimate Business Plan Template (including a full, customizable financial model) to your computer here.  

Sample Business Plan For Call Centers

I. executive summary, business overview.

[Company Name] is a passenger tow truck company located in [Location]. Our primary service is to help stranded travelers and commuters transport their vehicle to where it needs to go. We also offer limited roadside services, such as jumpstarts, tire changes, and lockouts. Any traveler or commuter in need of help can depend on us for high-quality services and excellent customer service.

Products Served

[Company Name] offers emergency tow services to residents and travelers commuting around the [Location] area. Our tow truck drivers can help customers transport their broken-down passenger vehicles to their homes, mechanics, or any other location they need to get to.

We also offer roadside services such as:

• Gas delivery
• Tire changes

Customer Focus

[Company Name] will serve residents living within 10 miles of [Location] as well as any travelers in the area needing a quick tow. The demographics of this area are as follows:

• 82,347 residents
• 76% vehicle owners
• Average salary of $52,400
• Median age of 37 years

Management Team

[Company Name] is led by [Founder’s Name], who has worked as a tow truck driver for [X] years. He has a passion for helping stranded commuters and travelers with their vehicles and providing emergency roadside services. Recently, he decided to use his connections and experience to start a tow truck business of his own. Though he has never run his own business, [Founder’s Name] has worked in the industry long enough to gain an in-depth knowledge of the operations (e.g., running day-to-day operations) and the business (e.g., staffing, marketing, etc.) sides of the industry.

Success Factors

[Company Name] is uniquely qualified to succeed due to the following reasons:

• The management team has a track record of success in the tow truck business.
• [Founder’s Name] has developed a strong client base from his previous work as a tow truck driver. He also has connections with local mechanics and other important community leaders.
• The tow truck business is a proven business and has succeeded in communities throughout the United States.

Financial Highlights

[Company Name] is currently seeking $500,000 to launch. Specifically, these funds will be used as follows:

• Store design/build: $200,000
• Vehicle purchase and maintenance: $200,000
• Working capital: $100,000 to pay for marketing, salaries, and lease costs until [Company Name] reaches break-even

Top line projections over the next five years are as follows:

II. Company Overview

You can download our Business Plan Template (including a full, customizable financial model) to your computer here.

Who is [Company Name]?

[Company Name] is led by [Founder’s Name], who has worked as a tow truck driver for [x] years. He has a passion for helping stranded commuters and travelers with their vehicles and providing emergency roadside services. However, he saw some flaws in his prior employers’ business models that kept him from fully helping his customers. Therefore, he decided to use his connections and experience to start a tow truck business of his own.

[Company Name]’s History

[Founder’s Name] incorporated [Company Name] on [date of incorporation] and found a potential commercial location soon after. The business is currently being run from [Founder’s Name]’s home, but once the lease on [Company Name]’s commercial location is finalized, all operations will be run from there.

Since incorporation, the company has achieved the following milestones:

• Found a commercial location and signed a Letter of Intent to lease it
• Developed the company’s name, logo, and website located at [website]
• Found potential tow trucks to purchase
• Began recruiting key employees with experience in the tow truck industry

[Company Name]’s Products/Services

Iii. industry analysis.

No matter how much technology improves, vehicles will never be perfect. Even the best models break down at some point. Therefore, as long as vehicles are prominent throughout society, there will be a need for tow truck services. Towing is an essential service, which means there will be a great demand for the industry for the foreseeable future.

The only challenge to the towing industry is the enormous changes made to modern vehicles (such as the transition to electric vehicles). However, no vehicle is indestructible. Tow truck drivers and mechanics may need to make changes to their services or skills, but they will not become irrelevant.

According to IBISWorld, the industry grew at a compound annual growth rate (CAGR) of 2.6% over the past five years, despite the pandemic affecting much of the economy. Furthermore, according to Market Watch, the CAGR for the industry is expected to be about 3.83% over the next five years. So even with all the major changes in the automotive industry, the tow truck industry is expected to thrive for the foreseeable future.

IV. Customer Analysis

Demographic profile of target market.

[Company Name] will serve the community residents of [Location] and its surrounding areas. Since most residents own at least one vehicle, we expect many individuals will require our services at some point. We will also serve any travelers visiting the area.

Customer Segmentation

[Company Name] will primarily target the following three customer segments:

• Commuters : Our primary customer segment will be local residents who have to commute around town each day. Accidents and vehicle breakdowns are common, so we expect this to be our largest customer segment.
• Travelers : We will also market ourselves to individuals traveling around or through [Location]. We will do our best to collaborate with insurance companies and rental companies to make the process as easy as possible for this customer segment.
• Customers of local insurance companies : We will partner with local auto insurance agents and provide our services to their customers at a discounted rate. This will help us get steady clients if our other marketing channels are ineffective.

V. Competitive Analysis

Direct & indirect competitors.

The following businesses are located within a 10-mile radius of [Company Name], thus providing either direct or indirect competition for customers:

Metro Towing LLC Metro Towing has helped both individual and commercial customers with all their towing needs. They have a large fleet of tow trucks of all sizes that can help tow both small passenger vehicles as well as larger trucks and vans. They also provide limited roadside services, such as jumpstarts and tire changes.

Though Metro Towing does tow passenger vehicles, much of the company’s customer base consists of commercial drivers. Therefore, the company will not be a major competitor.

Jack’s Tow And Battery Jack’s Tow And Battery offers tow truck and roadside assistance services for passenger vehicles throughout the [Location] area. It offers all the services a stranded driver may need, including a tow, jumpstarts, tire changes, and lockouts. For decades, Jack’s has been a go-to tow service for stranded drivers.

Though Jack’s Tow And Battery will continue to thrive, it has recently changed its business model, so it gets most of its business exclusively through its insurance partners. This means that we will not have significant competition from them.

24/7 Tow And Roadside Services 24/7 Tow And Roadside Services provides exactly that. Open 24/7, the company helps stranded passenger vehicles at all hours of the day. This company is convenient for drivers who struggle to get a tow or emergency roadside services in the middle of the night.

Though we can’t compete with their hours, [Company Name] is far more affordable than 24/7 Tow And Roadside. This means we will remain competitive with them during our daytime hours of operation.

Competitive Advantage

[Company Name] enjoys several advantages over its competitors. These advantages include the following:

• Customer-Focus : [Company Name]’s tow drivers provide the highest quality customer service focused on transparency, communication, and responsiveness throughout the process. Our goal is not just to help drivers’ immediate needs but to create long-lasting connections.
• Management : [Founder’s Name] has been extremely successful working in the industry and will be able to use his previous experience to provide excellent customer experience. His unique qualifications will serve customers in a much more sophisticated manner than [Company Name]’s competitors.
• Relationships : [Founder’s Name] knows many of the local leaders, business managers, and other important figures within the local auto and tow truck industries. He also already has an initial client base that he built during his time working for our competitors.

VI. Marketing Plan

You can download our Business Plan Template (including a full, customizable financial model) to your computer here. [Company Name] seeks to position itself as a high-quality, friendly, and convenient tow truck business. Clients can expect to receive the best tow services from skilled professionals as well as top-tier customer service.

The [Company Name] Brand

The [Company Name] brand will focus on the company’s unique value proposition:

• Client-focused towing services, where the company’s interests are aligned with the customer.
• Service is built on long-term relationships and personal attention.
• Professional industrial experience in a small business setting.

Promotions Strategy

[Company Name] expects its target market to be individuals living within a 10-mile radius of its location. [Company Name]’s promotion strategy to reach these potential customers includes:

Referrals [Company Name] understands that the best promotion comes from satisfied customers. The company will encourage its clients to refer other individuals by providing discounts on future services for every new client produced. This strategy will increase in effectiveness over time.

Website/SEO [Company Name] will invest in developing a professional website that displays all of the services offered by the company. It will also invest in SEO so that the company’s website will appear at the top of search engine results.

Social Media [Company Name] will create the company’s social media accounts and invest in ads on all social media platforms. It will use targeted marketing to appeal to the target demographic.

Billboards [Company Name] will secure a billboard in the area that captures the attention of residents. The billboard will draw attention to the new business and its service offerings. It will be located by a major highway that is often a site of accidents and vehicle breakdowns.

Insurance Partnerships [Company Name] will partner with local and national auto insurance companies to build a solid client base. Our services will be offered to these customers at a discounted rate or will be completely covered by their policy.

Word of Mouth Marketing [Company Name] will encourage word-of-mouth marketing from loyal and satisfied clients. The company will use recommendations and word-of-mouth marketing to grow its customer base through the network of its existing customers.

Pricing Strategy

[Company Name] will price its services moderately so that customers can get the emergency services they need without breaking the bank.

VII. Operations Plan

Functional roles.

[Company Name] will need to fulfill the following functional roles to execute its business plan and ensure the company’s success:

Service Functions

• Provide excellent customer service
• Tow customers’ vehicles to their destinations
• Provide requested roadside assistance services
• Create invoices for services charged

Administrative Functions

• Social media management
• Website management
• Bookkeeping
• Hiring and training staff
• Maintain vehicles
• Other general administrative functions

VIII. Management Team

Management team members, hiring plan.

[Founder’s Name] will serve as the Manager and President of the company. In order to launch the business, we need to hire the following personnel:

• Tow Truck Drivers (3 to start)
• Assistant Managers (1 to start)
• Administrative Assistants (1 to start)

IX. Financial Plan

Revenue and cost drivers.

[Company Name]’s revenues will come from the fees charged for the towing and roadside assistance services. Depending on the customer, the services will be charged directly to them or through their insurance plan.

The major costs for the company will be the vehicle costs, staff salaries, and rent. In the initial years, the company’s marketing spending will be high as it establishes itself in the market.

Capital Requirements and Use of Funds

[Company Name] is currently seeking $500,000 to launch. The capital will be used for funding location design and leasing, hiring initial employees, marketing expenses, and purchasing vehicles and equipment.

Specifically, these funds will be used as follows:

Key Assumptions

  5 Year Annual Income Statement

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Call Center Business Plan Template

Published Apr.13, 2018

Updated Apr.22, 2024

By: Jakub Babkins

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Table of Content

Do you want to start call center business?

Are you thinking of opening a call center ? There is no doubt this is a great business venture with immense potential. In the recent years, the telemarketing industry has been experiencing a steady growth of between 6.5% and 8% per annum. The quest for organizations to improve their customer service in order to outshine their competitors has compelled many firms to outsource their telemarketing to experts. This is a cost effective approach compared to investing in an in-house call center. To succeed, a number of issues have to be taken care of but you can be assured to recover your capital within the first three years.

Executive Summary

2.1 the business.

The call center will be registered under the name ListeningU, and will be situated in downtown Brentwood, Los Angeles- California. The call center will be owned and managed by Adam Bruno who is an expert customer service professional.

2.2 Management Team

Adam Bruno is a Customer Service professional who has worked in the customer care industry for more than a decade. Before planning how to create a call center , Adam worked for many top business companies across the United States and is an accomplished customer service expert.

2.3 Customer Focus

ListeningU intends to offer clients a one stop, modern and fully equipped call center with the latest telemarketing technologies to serve the Los Angeles business community.

2.4 Business Target

ListeningU intends to offer both inbound and outbound call center business strategy services to a wide range of clientele keen on outsourcing their call center services.

Company Summary

3.1 company owner.

Adam Bruno is a customer care professional who has worked with renowned U.S brands that include JPMorgan Chase, Goldman Sachs, Wells Fargo and Citigroup. In the course of his career, he ascended to the position of a Customer Service Manager and took the lead role in structuring call center operations and overseeing all management related aspects.

3.2 Aim of Starting the Business

After having been in the career for long, Adams noticed that companies were spending a lot of time and resources to manage in-house call centers. In order to help businesses focus on their core operations, Bruno found it necessary to start a call center business to handle telemarketing services on behalf of clients.

3.3 How the Business will be Started

As a customer service expert, Adams understands what he needs to start the call center. To set his idea into motion, he has worked closely with business set-up experts to develop a financial roadmap for the call center. The following is financial data for ListeningU Call Center.

Services for Customers

ListeningU Call Center is focused on offering professional telemarketing services to different types of clients. When planning how to open a call center , the business is focused on offering the following services.

• Offer customer service that includes handling inquiries on behalf of clients
• Carry out Market research and surveys for clients
• Provide first-level help desk support
• Assist in business development by helping clients with lead generation, database management, debt collection and message services.

Marketing Analysis for Call Center Business

For ListeningU Call Center to meet its market obligations, a detailed market analysis was carried out to help the business establish itself in the industry and adequately serve the needs of clients.

This call center business plan explains the strategy the business will rely on to attain its goals. Given the rising demand for corporate call center services, there is a great opportunity for ListeningU to meet its market objectives.

5.1 Market Segmentation

Given the increasing popularity of the call center industry, ListeningU understands the value of coming up with sustainable marketing strategies to acquire a larger market share. Being the second largest city in the United States, Los Angeles is a business hub with many corporates looking for quality call center services to support their business operations. Based on market findings, the call center intends to target the following potential customers.

5.1.1 Corporate Organizations

Business plan for investors.

Corporate organizations rely on an infrastructure that allows seamless communication to achieve various business objectives. For this reason, every corporate entity needs a robust and flexible call center service that has the capability to accommodate business needs. With high costs associated with setting up, running and maintaining call centers, businesses now prefer to outsource their needs to professional call center companies.

The corporate sphere is large and ListeningU Call Center intends to target companies in various sectors such as banking, manufacturing, telecommunication and information technology among others. Organizations have to keep communicating with their clients, suppliers, business partners and other industry stakeholders. The call center business model will focus on reaching out directly to various corporate entities.

5.1.2 Advertising and Marketing Agencies

One of the main services offered by ListeningU is marketing and lead generation. Call centers play a major role in advertising and brand awareness which attracts marketing agencies intending to roll out advertising campaigns for various products and services. Thanks to investing in sophisticated and cutting edge technologies, the call center has invested in the appropriate infrastructure to support large scale advertising.

5.1.3 Political Parties

Political parties have been identified as a potential customer group to reach out to in this call center business plan sample . Political parties often conduct fundraising and campaigns which need a professional call center facility to handle all communication aspects on behalf of a client. Political parties always run elaborate campaigns in order to create awareness and outshine their competitors. For this reason, ListeningU Call Center stands a great chance to benefit from political parties.

5.1.4 Religious Organizations

With many religious organizations operating in Los Angeles, the demand for call centers is high as religious establishments are always in need to call centers to support various organization functions. Just like political parties, religious organizations engage in numerous fundraising and campaigns.

5.2 Business Target

ListeningU Call Center is getting into a highly competitive environment considering there are numerous call centers in Los Angeles. However, this call center business plan template outlines the plan the business intends to use to acquire clients and propel business growth. It is costly to set up a fully functioning call center, but adequate strategies have been formulated to help the business fully recover its initial capital. After finalizing how to build a call center business and rolling out operations, the call center expects to recoup its initial investment in three years based on a projected 15-20% annual sales growth.

5.3 Product Pricing

While strategizing on how to start a call center business , Adam Bruno together with the assistance of experts has come up with a competitive pricing structure tailored for different services. At the beginning, the call center intends to offer various incentives to attract clients.

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When planning how to start a call center , you need to come up with a great business development strategy . Adam Bruno has engaged experts to formulate a call center strategy that will be instrumental to steer business growth. The following is ListeningU Call Center sales strategy.

6.1 Competitive Analysis

ListeningU has deployed the latest telemarketing technologies to boost efficiency and seamlessly handle multiple clients without compromising quality. After completing the procedures of how to build a call center , the business anticipates high competition considering there are numerous similar establishments in Brentwood.

6.2 Sales Strategy

For ListeningU to achieve its intended targets and create a call center which is popular with clients, the following sales strategy will be implemented.

• Hire professional marketing agencies to help advertise the call center and teach out to corporate clients
• Organize an official opening party and welcome top industry stakeholders to create awareness about the business
• Do cold calling and email various potential customers to advertise call center services
• Advertise on digital media platforms such as Facebook, Twitter and Instagram
• Use local media channels such as Television and newspapers to advertise the business

6.3 Sales Forecast

ListeningU Call Center has put in place various sales strategies in order to meet its targets. The following is a forecast of sales for the business.

Personnel Plan

ListeningU provides diverse services in order to boost the company’s income. When starting a call center business , it is vital to focus on having a good personnel team to handle business operations.

7.1 Personnel Plan

The call center is owned by Adam Bruno who will be the overall center manager for the business. The call center intends to hire the following staff to enable the business carry out its operations.

• Call Center Manager
• Operations Manager
• Two Marketing Executives
• Five Customer Service Representatives
• Successful candidates will undergo intensive training to understand procedures and expectations.

7.2 Average Staff Salaries

ListeningU Call Center plans to pay its staff the following salaries in the first three years of operations.

Financial Plan

ListeningU Call Center has formulated a financial plan that will steer the path to business success. To start call center business , Adam will use his personal savings and funds from two investors. A loan will be sought to help raise startup capital for the business. Crucial financial information for the call center has been shown below.

8.1 Important Assumptions

Financial forecast for ListeningU Call Center will be based on the following assumptions.

8.2 Brake-even Analysis

ListeningU Brake-even Analysis is indicated in the graph below.

8.3 Projected Profit and Loss

Profit and Loss information for ListeningU calculated on a monthly and annual basis is shown below.

8.3.1 Monthly Profit

8.3.2 Yearly Profit

8.3.3 Monthly Gross Margin

8.3.4 Yearly Gross Margin

Below is the profit and Loss Analysis for ListeningU Call Center.

8.4 Projected Cash Flow

The diagram below is a summary of subtotal cash spent, subtotal cash from operations, subtotal cash spent on operations, subtotal cash received and pro forma cash flow.

8.5 Projected Balance Sheet

The following is a Projected Balance Sheet for ListeningU Call Center that shows capital, assets, long term assets, liabilities and current liabilities.

8.6 Business Ratios

ListeningU Call Center Business Ratios, Ratio Analysis and Business Net Worth are shown below.

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How to Start a Call Center Business in 2024

Despite the recent rapid rise of digital communication channels and an increased demand for self-service support, phone still continues to dominate as the most preferred support channel. In fact, according to a Salesforce study , 59% of consumers favor traditional phone calls to reach a customer support representative. Phone sales are also here to stay as one of the most efficient and cost-effective ways for businesses to promote and sell their products or services.

If you’re looking to set up a call center business in 2024 and beyond, you’ve landed on the right page. While building your own call center – whether inbound, outbound, or blended – might seem too challenging to start, knowing exactly what to do will instantly blow your fears away.

Looking for a Contact Center Solution?

Powerful AI dialer, bulk SMS, and more tools for running an omnichannel contact center.

Based on VoiceSpin’s 15-year experience in the call center industry, we’ve decided to come up with a step-by-step guide on how to start a call center and walk you through every phase of the process.

• How to Start a Call Center Business in 10 Steps
• 1. Set Your Call Center Goals and Write a Business plan

Just like with any other business, building a call center requires careful planning. Before you actually start setting up your own call center, have a clear understanding of wh y you want to start a call center and outline the goals you are looking to achieve. Make sure, however, that these goals are specific, realistic, achievable given your current budget and resources, and align with your broader business objectives.

On top of that, setting goals will help you establish clear criteria for measuring performance (we’ll talk about call center metrics and KPIs in more detail below) and the overall success of your call center.  

Based on your goals, write out a detailed business plan. The steps we discuss below will guide you in your business plan creation. Overall, your call center business plan should outline the following key points:

• Company description, your short-term and long-term goals, and objectives
• Market analysis, industry overview, and your major competitors
• Your organizational structure, management team, and hiring plan
• A comprehensive description of the services your call center will provide
• Your marketing plan and a sales strategy for promoting your services
• Operations plan describing your daily operations and facility and technology requirements
• Financial plan outlining your setup costs, ongoing operational expenses, and profit and loss statement
• Risk analysis with potential risks and strategies to mitigate them
• 2. Decide on Call Center Type

Inbound vs. outbound vs. blended call center

Inbound call center

Inbound call centers primarily deal with incoming calls from existing customers, clients, or prospects. Businesses set up inbound call centers for general customer service, technical support, processing orders, payments, returns, and exchanges, handling upgrades and renewal requests, appointment scheduling, and inbound sales. The most typical industries to benefit from inbound call centers are e-commerce and retail, travel and hospitality, healthcare, finance, and insurance.

Outbound call center

In outbound call centers, agents are placing outbound phone calls to prospects or customers. Outbound call centers are commonly used for lead generation, telemarketing, sales campaigns, appointment setting and reminders, debt collection, market research and CSAT surveys, etc. For providing outbound call center services, you need call center software with auto dialing capabilities that will enable you to automate the dialing process, so that agents don’t have to dial each number manually.

Blended call center

Blended call centers (also known as hybrid call centers) combine both inbound and outbound calling capabilities and are best suited for businesses that have relatively equal volumes of incoming and outgoing calls. Luckily, many call center software providers offer a fair share of features to support both inbound and outbound calling activities. E.g., VoiceSpin call center solutions are perfectly suited for inbound customer support and outbound sales teams alike.

On-site vs. remote vs. virtual call center

On-site call center

In a traditional on-site call center, agents are going to work from a physical location, which might be the best option for fixed-location businesses and those with large teams. Improved team collaboration, direct supervision, and increased data security are some of the advantages that will follow. However, there are also certain downsides to selecting on-site deployment, such as higher operational costs, a rather limited talent pool, and a lack of flexibility of remote working.

Remote call center

Remote call centers are entirely offsite call centers, typically powered by outsourcing. This might be an ideal option for small businesses and startups that would like to avoid paying for physical office space, office equipment, and hardware, making remote call centers much more cost-efficient compared to on-premises solutions. That also provides you with access to a broader talent pool while allowing greater flexibility for agents.

Virtual call center

Similarly to remote call centers, virtual call centers aren’t tied to one geographical location, with agents often being distributed across multiple regions, working from various remote locations. Virtual call centers run on cloud-based VoIP call center software , allowing agents to access the system and work from nearly everywhere, as long as there’s a stable internet connection. That offers businesses access to an even broader talent pool, easy scalability, and cost-efficiency.

Call center vs. omnichannel contact center

Call center

If you’re looking to set up a traditional call center where agents will only handle voice communications, you would basically need to purchase a business phone system with call-handling features like IVR, call routing, call forwarding, call transfer, call queueing, call recording, call reporting and analytics, click-to-call, auto dialing, etc.  

Omnichannel contact center

If you’re planning to handle customer interactions across multiple communication channels, you may want to set up an omnichannel contact center that integrates both voice and digital communication channels like email, live chat, SMS, social media, and Instant Messaging apps. With an integrated solution, agents will be able to manage all interactions from one platform, with no need to switch between the apps, eliminating the risk of communication silos.

Related article: A Complete Guide to Omnichannel Contact Center

• 3. Establish a Budget

The total cost of setting up a call center will ultimately depend on a range of factors, such as the setup type, software and hardware, required features, the number of employees, etc.

Here’s what you should consider when putting together your budget:

• Office space and hardware : In addition to office space and office equipment expenses, running an on-site call center will also require you to pay for the hardware and infrastructure, not to mention ongoing maintenance fees and updates. However, you can eliminate office and hardware expenses by setting up a remote call center.
• Call center software: Take into account software licenses and set-up costs for on-premises tools and monthly subscription fees for cloud-based solutions. Pricing plans of cloud-based providers may differ based on the features offered in a specific pricing tier, the billing structure (fixed monthly fee, monthly fee per user, per-minute fee), and the number of users.
• Employee salaries: Agent salaries may significantly vary based on location and experience level. Besides, you may also encounter additional expenses that may come up later, such as rewards and incentives for top-performing agents, ongoing training costs, or expenses for holding team-building events, to name a few.  
• Training and customer support: While most call center software providers include basic employee training and some level of customer support in their subscription plans, custom in-person training and 24/7 dedicated omnichannel customer support may require extra expenses, adding up to your overall costs.
• 4. Select Call Center Software Provider

On-premises vs. hosted vs. cloud-based

Once you’re clear on what type of call center you are going to run, it’s finally time to choose a call center software provider that will align with your business goals, IT resources, budget, and scalability needs.

Despite the popularity and increased adoption of cloud-based call center solutions, on-premises tools are still a large part of the industry. So, if you’re looking to own and manage the entire call center infrastructure, including hardware and servers, choose one of the on-premises call center software providers. With hosted call center tools or cloud-based solutions, the provider will manage all of that for you. These solutions are also easier scalable, more flexible, and can be quickly adapted to your evolving business needs.

Next, depending on whether you need to manage inbound calls or make outbound calls , you will need to evaluate potential providers based on the range of inbound/ outbound call center features they are offering.

These are some of the fundamental features to pay attention to when evaluating call center software vendors:

Inbound call center features

• Inbound call handling: Automatic Call Distribution ( ACD ), Interactive Voice Response ( IVR ), and advanced call routing options are some of the most basic features to look for when choosing an inbound call center software. E.g., with skill-based routing, you can ensure that inbound calls will be routed to the most appropriate agents based on their skill set, allowing for faster issue resolutions and improving your FCR scores.
• Call queue management: Call queue management capabilities are essential for call centers with typically high inbound call volumes. E.g., VoiceSpin’s queue callback feature enables callers to request a callback from an agent instead of having to wait on hold until an agent becomes available to handle their request. That helps reduce the number of dropped calls and improves customer service experience.
• Call recording and monitoring: The ability to record customer calls for compliance, quality assurance, and agent training purposes is a must-have feature for inbound call center solutions. Managers and supervisors should also be able to monitor calls in real time to evaluate call quality, assess agent performance, and identify agent training and coaching opportunities. In addition, features like call whispering and call barging are also valuable for supervisors.
• Integrations with CRM systems: The software’s ability to integrate with CRM (Customer Relationship Management) systems and other business apps is critical, as it provides agents with a 360-degree customer view, including the history of previous interactions, enabling agents to deliver more contextual and personalized interactions. That will also reduce manual work for agents, eliminate the need to switch between apps, and improve team performance.

Outbound call center features

• Auto dialing capabilities: For sales-oriented outbound call centers, auto dialing capabilities are key. E.g., VoiceSpin’s outbound call center software provides auto dialing as part of its call center package. The AI auto dialer enables agents to place hundreds or even thousands of outbound calls with minimal human input and minimizes agent idle time between calls thanks to predictive dialing, improving the efficiency of your outbound calling efforts.
• Lead and campaign management: Lead and campaign management features are also essential for outbound call center teams. Agents should be able to easily manage lead lists and outbound calling campaigns. VoiceSpin’s call center software can also automatically score and prioritize leads and connect them to the best-fitting agents based on the probability of making a successful sale, improving conversion rates of outbound calling campaigns.
• Local caller ID: Local presence dialing and local Caller ID are must-have features for running outbound calling campaigns in multiple, geographically distributed locations. Since people aren’t likely to answer calls from unknown numbers, being able to display a local number on the Caller ID will instantly increase your Call Answer Rates , meaning your sales agents can engage in more conversations and convert more leads.
• Reporting and analytics: Reporting and analytics features are equally important for both inbound and outbound call centers. By leveraging reporting tools, call center managers can monitor critical call center metrics and KPIs, evaluate the effectiveness of calling campaigns, keep tabs on agent performance, uncover inefficiencies in the process and operations, and make more data-driven decisions on the necessary improvements.

Advanced AI-powered features and omnichannel capabilities

• AI speech analytics: In addition to the core call center features listed above, you may want to look for innovative AI-driven capabilities such as speech analytics. AI speech analytics solutions can help you automate and optimize your entire call center quality assurance process, ensure compliance, and identify improvement opportunities. E.g., VoiceSpin’s AI Speech Analyzer allows you to monitor the quality of customer interactions based on your custom rules and metrics and prevent non-compliance issues through keyword spotting and real-time alerts. 
• AI call summaries: AI call summaries is an advanced feature you may want to pay attention to when evaluating potential call center software platforms. Call summaries are brief AI-generated recaps of the conversations between your agents and customers or prospects that include important insights extracted from each call. With access to AI call summaries, you don’t have to listen to call recordings or read the entire transcription of each call to evaluate the quality of interactions and your team’s performance.
• AI chatbots: Self-service chatbots are becoming increasingly popular among businesses and consumers. Based on Gartner’s research , chatbots will become the primary customer service channel for nearly a quarter of organizations by 2027 . If you’re looking to enhance your customer support with self-service options, consider call center solutions offering chatbots. AI chatbots will empower your customers to get support 24/7, find answers to their questions, and resolve issues independently without having to talk to your support reps. 
• Omnichannel readiness: If you want to be able to scale your support offerings as your business grows, omnichannel capabilities are critical. By integrating multiple communication channels, including voice, email, live chat, social media, and instant messaging apps in one platform, you’ll be able to support your customers across all these channels using a single solution. That also means your agents will have the full context of previous interactions, enabling them to deliver omnichannel experiences regardless of the channels customers use.
• 5. Get Call Center Hardware and Equipment

If you opt for setting up an on-premises call center , you will need to invest in call center hardware and equipment. That may include a physical PBX (Private Branch Exchange) system, dedicated servers and data centers, telephony hardware, networking equipment, power supply systems and backup generators, desktop computers, headsets and VoIP phones, desks, office chairs, and other office equipment. All of that might require significant upfront investment that should be considered in your budget.

When setting up a cloud-based call center , you can eliminate the need for expensive hardware, making it an attractive option for smaller businesses. Thus, to set up and run a cloud-based call center, you would only need a high-speed internet connection with sufficient bandwidth for uninterrupted connection, computers, laptops, or other devices agents will use to access the call center software system, headsets, hardware VoIP phones, or softphones, and office equipment. The rest is managed and maintained by a cloud-based call center provider.  

• 6. Determine Your Staffing Needs

To run a successful call center, you need the right number of employees to handle inbound/ outbound calls and meet your performance goals. If you hire too few employees, your call center is going to be understaffed, resulting in long wait times for callers, an increased number of abandoned calls, and lower customer satisfaction scores. Hire too many – and agents are going to be underutilized, adding up to your overhead costs.

To estimate the number of required employees, you may need to take into account call volume, the average wait times and call handle times, the average number of missed/ abandoned calls, and other metrics and factors. You’ll also need to clearly define positions to be filled. While roles and titles may differ, the basic ones are:

• Call Center Agent: Call center agents are at the frontline of your call center, representing your business, directly communicating with prospects and customers, providing the necessary information, resolving requests, handling customer complaints, or selling your products or services. Agents report to supervisors.
• Call Center Supervisor: Supervisors are responsible for managing and supporting agents, arranging and providing training and call coaching sessions, measuring agent performance and ensuring they adhere to call center quality standards, giving regular feedback to agents, etc. Supervisors report to the call center manager.
• Call Center Manager : Call center managers set goals, performance expectations for agents and supervisors, and SLAs for a call center, plan and manage call center staffing levels (including recruitment, onboarding, and scheduling), conduct quality monitoring and call center Quality Assurance , analyze call center metrics and KPIs, etc. Managers report to the business owner.
• 7. Hire a Call Center Team

Call center jobs aren’t for everyone. Most of the time call center agents have to spend interacting with people (who may be frustrated or even abusive), answering their questions, helping them resolve issues, or selling products and services. When searching for, selecting, and interviewing potential candidates, hiring managers shouldn’t only focus on a person’s industry experience and familiarity with call center software systems and CRM tools. On top of that, it’s important to look for those who possess a variety of soft skills that are much-needed to succeed in the role, such as:

• Excellent communication skills: Along with active listening, clear verbal and written communication skills are fundamental for call center employees. Agents should be able to convey information in a clear and concise way that is easy for others to understand and act on.
• Empathy and emotional intelligence: An ability to demonstrate empathy and emotional intelligence when interacting with customers helps build rapport and trust with customers, which is why empathy and EI are vital skills to take into account when evaluating potential hires.
• Conflict-resolution: Challenging interactions and conflicts with dissatisfied customers or even colleagues are bound to happen. A candidate’s problem-solving and conflict-resolution skills and an ability to address customer complaints and de-escalate tense situations are a must-have.
• Ability to multitask: As agents may need to quickly switch between inbound and outbound calls or manage multiple communication channels (in the case of omnichannel contact centers), an ability to efficiently multitask and transition between various tasks is an essential skill to look for.
• Stress management: Agents would often need to work in high-pressure environments where they must handle challenging customer interactions, deal with irritated customers, and meet their performance metrics, making an ability to effectively manage job-related stress crucial.
• 8. Build Your Onboarding and Training Processes

In call centers, employee onboarding is often a lengthy and complicated process. But when done right, it results in many long-term benefits for call centers, such as improved engagement, increased agent efficiency, and reduced turnover rate. A Glassdoor survey found that organizations with a strong onboarding process are able to improve new hire productivity by over 70% and retention by 82%.

However, building a highly efficient call center team doesn’t end with proper onboarding. You should create a consistent process of ongoing learning through regular training and coaching initiatives. These are some of the examples of what your agent training materials, resources, and activities may include:

• A comprehensive internal knowledge base with FAQs
• Live or pre-recorded agent training webinars
• A library of successful customer interactions pulled from call recordings
• A library of scripts and canned responses for handling different types of calls
• Call-handling procedures, call flow, and call escalation protocols
• On-the-job training through live call whispering during customer interactions, etc.
• 9. Know How You Will Measure Call Center Performance

Based on your call center type (inbound/ outbound), your specific goals and objectives, and analytics capabilities of your call center software, you may track a different set of metrics and KPIs (Key Performance Indicators) that will allow you to measure the overall efficiency of your call center operations and performance of individual agents. These are some of the most common and most critical metrics and KPIs you may want to keep close tabs on:

The Average Handle Time (AHA): The Average Handle Time represents the average time it takes for an agent to handle a customer call, including hold time, talk time, and after-call work time. Along with other metrics, it’s a key indicator of how efficiently agents are able to handle customer inquiries. A high AHT may mean inefficient call routing or poor agent training.

The Average Speed of Answer (ASA): The Average Speed of Answer shows the average time callers have to wait in the queue before their call gets connected to an agent. A high ASA indicates that a call center may need to work on improving its operational efficiency and call management process, adjust staffing levels, or implement self-service options.

First Call Resolution (FCR): First Call Resolution Rate measures the percentage of customer issues resolved during the first interaction and shows how efficient your agents are in handling customer requests. A low FCR rate suggests that agents need more training or that they simply lack access to the necessary information and tools to resolve issues on the first call.

Call Abandonment Rate: Call Abandonment Rate is the percentage of calls terminated by customers before being connected to a customer support representative. A high abandonment rate is commonly caused by insufficient staffing levels, forcing callers to wait on hold for a considerably long time, poor call routing, and lack of callback options.

Customer Satisfaction (CSAT) Score: Customer Satisfaction (CSAT) Score measures the overall customer satisfaction with your product, service, or customer service and shows whether your call center is meeting customer expectations. A low CSAT score related to your service quality might mean that you need to work on improving your ASA, AHT, and FCR rates.

Conversion Rate: Conversion rate is an essential metric for sales-focused outbound call centers, which shows the percentage of outbound calls that resulted in a successful outcome (a closed deal, a booked appointment, etc.). A low conversion rate might be an indicator of low lead list quality or that the agents require more training.

Related article: Top 10 Outbound Call Center Metrics Your Call Center Should Measure

• 10. Build a Supportive Call Center Environment

Call centers are known to have traditionally high employee turnover rates due to the intense and stressful nature of the job, which is a huge problem for businesses. Not only is it because hiring, successfully onboarding, and training new agents takes time, much effort, and financial resources, but also because when agents leave – that may disrupt your call center operations and negatively impact the morale of the remaining team members. That is why it’s essential to build and consistently maintain a positive and supportive workplace environment within your call center. Here’s what you can do:

• Allow for flexible scheduling and remote work options to help agents achieve a better work-life balance.
• Maintain a psychologically safe environment where agents are encouraged to share their opinions and suggestions.
• Regularly provide and collect feedback from agents through one-on-one meetings.
• Hold team-building events in and out of the office to boost employee morale and engagement.
• Develop and implement an employee recognition program and reward top-performing agents.

Related article: How to Build an Efficient Call Center Environment to Drive Agent Performance

• Bonus: Be Aware of the Common Challenges and How to Overcome Them

Legal and regulatory compliance

Maintaining legal and regulatory compliance is critical in the call center industry, as it ensures your call center adheres to laws, relevant regulations, standards, and ethical practices. More importantly, failing to do so may lead to penalties, hefty fines, reputational damage, and loss of customer trust. Research all the relevant rules, regulations, and applicable laws related to your industry in your particular area and create a clear compliance policy and guidelines for your agents to follow. Here are some of the most common call center compliance regulations to adhere to:

• TCPA (Telephone Consumer Protection Act): TCPA is a U.S. federal law that regulates telemarketing calls and the use of auto dialers, pre-recorded messages, and SMS and is aimed to protect consumers from unwanted sales calls. It also maintains a Do Not Call (DNC) list.
• GDPR (General Data Protection Regulation): Requires call centers to obtain consent from consumers before recording calls. GDPR is designed to protect the privacy and personal data of individuals within the European Union.
• HIPAA (Health Insurance Portability and Accountability Act): HIPAA is a U.S. federal law designed to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge. 

High employee turnover rates 

We’ve already mentioned this earlier, the call center industry is known for having typically high turnover rates. While the industry standard for call center turnover is 30-40%, some call centers have agent turnover as high as over 200% , based on research by SQM Group . With the average cost to replace a call center agent being around $10,000 to $20,000, according to Harvard Business Review researcher Keith Ferrazzi, failing to retain employees might significantly add to your operational costs. To avoid being affected by high agent turnover rates, you should have a clear strategy in place to address this challenge.

Expected or unexpected call volume spikes

Managing expected or unexpected call volume spikes effectively without compromising service quality is a common challenge call centers face. When call volumes are higher than anticipated, wait times for callers increase, more calls are abandoned before being connected to an agent, and customer satisfaction ultimately drops. Moreover, that increases workload and creates additional pressure for agents, resulting in increased burnout, reduced workplace satisfaction, and higher turnover rates. 

To handle this challenge, make sure to build an  effective workforce management strategy with flexible schedules that can adjust to predicted call volumes, ensuring that there are always enough reps during peak call times. Additionally, leverage historical data and predictive analytics to forecast call volumes more accurately.

• Set up Your Omnichannel Contact Center with VoiceSpin

That all being said, why should you start your journey with VoiceSpin? Whether you’re just looking to set up your call center from scratch or researching alternative options to upgrade your current call center tech stack, VoiceSpin’s AI-powered contact center solutions might be the right fit for both customer support and sales-oriented teams, empowering them with the tools they need to support clients across multiple communication channels or sell faster and more efficiently. What’s more, you can seamlessly integrate your contact center with your CRM or other business tools to keep all data in sync and enable your teams to be even more productive.

Book a demo call now to get a tailored walkthrough of the features and how to get started.

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Privacy Overview

Call Center Agency Business Plan [Sample Template]

By: Author Tony Martins Ajaero

Home » Business ideas » B2B Industry » Call Center Agency

Are you about starting a call center agency ? If YES, here is a complete sample call center agency business plan template & feasibility study you can use for FREE .

No doubt, call center agency business is indeed a thriving business that has loads of players making huge profits from the industry.

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One thing is certain, if a call center is well equipped and well positioned, it won’t be too long before corporate organizations from all over the world start outsourcing their customer care services or telemarketing services to such organization.

A Sample Call Center Agency Business Plan Template

1. industry overview.

A call center (call center) is a centralized office facility that is used for the purpose of receiving or transmitting a large volume of requests by telephone; it could be inbound call center, outbound call center or both.

An inbound call center basically handles incoming calls from clients while and outbound call center is all about making calls to clients and potential clients for the purpose of marketing their products or services or to pass information to people via telephone.

Basically the services for outbound call centers revolve around telemarketing, solicitation of charitable or political donations, debt collection and market research et al. It is on record that the earliest call centers were created during the 1960s, and were known as “Private Automated Business Exchanges” (PABX).

So also the earliest example of a modern call center was in the UK is at the Birmingham Press and Mail. They had a GEC PABX 4 ACD, installed in 1965.It is important to state that the coining of the term “call center” is more recent, with the first published use of the term in 1983.

Players in the Telemarketing and Call Center industry provide customer care services and telemarketing services on a contract or fee basis. Telemarketers use telephone or email to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients.

Customer care services provide phone-based services and assistance to customers of clients. Industry operators do not own the products or provide the services they represent.

From the result of a research carried out in the united states, the Telemarketing and Call Centers industry is concentrated in the Southeast, West and Mid-Atlantic regions reasons being that these areas are the three most populated in the United States, providing a large and stable workforce. These regions also provide affordable real estate that can be used to establish call centers.

Some state and local governments even offer tax and job-creation incentives to attract investors interested in build a call center.

The Southeast region has the highest concentration of industry establishments with 24.9 percent of US locations. Florida leads the region, housing 10.3% of domestic locations on its own. In this region, states such as North Carolina and Kentucky offer tax incentives to draw call center business to the state.

Statistics has it that in the United States of America alone, there are about 25,911 registered independent call center businesses responsible for employing about 484,364 employees and the industry rakes in a whooping sum of $21bn annually.

The industry is projected that grow by 1.9 percent annually. In the United States of America, the companies with the largest market share in the industry are Convergys and West Corporations.

The Telemarketing and Call Center industry is indeed witnessing a steady growth over the years especially in countries such as the United States, China, India, Philippines and even in the united kingdom.

Though for some players in this industry would prefer to build their call centers in places where they can maximize profits; countries like India, China and The Philippines readily comes to mind

One good thing about starting a call center agency business is that even if you decided to start it in the United States of America, your market will not be restricted to business in the U.S.; the world will be your target market. Many thanks to the internet that has made the world a global village.

All you need to do is to strategically position your call center brand on the internet and you will be amazed at the rate people and business interested in outsourcing their customer care or telemarketing related services to your organization.

2. Executive Summary

Cosmos Call Center Agency, LLC is a one stop, standard and licensed call center that is fully equipped with the latest technology in the telemarketing and call center industry.

Our call center will be located in the heart of Inglewood, Los Angeles – California, U.S and we are positioned to work for a wide range of client ranging from religious organizations, to political parties to corporate organizations.

Cosmos Call Center Agency, LLC will operate as an outbound and inbound call center; our service offerings will cover all aspect of call centers activities such as:

Providing telephone answering services, providing contract or fee-basis telemarketing services, providing wakeup call services, providing voice mailbox services, providing telephone solicitation services, providing message services, providing customer service via call centers, technical support, debt collection and related call center advisory and consultancy services.

Our business goal is to work towards becoming one of the leading call center agency brands in the whole of Los Angeles and in the nearest future compete with the leaders in the industry not only in the United States but also in the global stage.

We are not ignorant of the fact that building a standard and world class call center from the scratch requires huge capital base especially for the purchase of world – class and up – to date call center equipment and software applications et al, which is why we have perfect plans for steady flow of cash from our business partners with interest in our line of business.

We can confidently say that we have a robust financial standing and we are ready to take on any challenge that we encounter in the industry. We are well – staffed and well – equipped to run a 24 hours a day and 7 days a week call center with a well – planned shift system.

We will ensure that all our employees are selected from a pool of qualified and customer centric people in and around Los Angeles – California and also from any part of the United States.

We will make sure that we take all the members of our workforce through the required trainings that will position them to meet the expectation of the company and to compete with other players in the United States and throughout the globe.

At Cosmos Call Center Agency, LLC our client’s best interest will always come first, and everything we do will be guided by our values and professional ethics. We will ensure that we hold ourselves accountable to the highest standards by meeting our client’s needs precisely and completely.

We will cultivate a working environment that provides a human, sustainable approach to earning a living, and living in our world, for our partners, employees and for our clients. Cosmos Call Center Agency, LLC is owned majorly by Garry Boston and Geraldine Boston.

Geraldine Boston is a certified call center administrator; she has over 15 years of experience in the telemarketing and call center industry. Her husband Garry Boston will be the administrative head of the business. He has an MBA from University of California and he has occupied senior managerial roles before joining his wife to start Cosmos Call Center Agency, LLC.

3. Our Products and Services

Cosmos Call Center Agency, LLC is going to offer varieties of services within the scope of the telemarketing and call center industry in the United States of America.

Our intention of starting our call center in Inglewood – Los Angele is to make profits from the telemarketing and call center industry and we will do all that is permitted by the law in the US to achieve our aim and business goals. Our business offering are listed below;

• Providing telephone answering services
• Providing contract or fee-basis telemarketing services
• Providing wakeup call services
• Providing voice mailbox services
• Providing telephone solicitation services
• Providing message services
• Providing customer service via call centers
• Technical support services
• Debt collection services
• Related call center advisory and consultancy services

4. Our Mission and Vision Statement

• Our vision is to become the number one call center agency in the whole of Los Angeles, California within the first five years of starting the business.
• Our mission is to build a world class and well equipped call center agency brand that will become the preferred choice for a wide range of client ranging from religious organizations, to political parties to non – profits organization to corporate organizations in the United States of America and the world at large.

Our Business Structure

The success of any business is to a larger extent dependent on the business structure of the organization and the people who occupy the available role. Cosmos Call Center Agency, LLC will build a solid business structure that can support the growth of our call center agency business. We will ensure that we hire competent hands to help us build the business of our dream.

The fact that we want to become one of the leading call center brand in the industry in the whole of the United States of America makes it highly necessary for our organization to deliberately build a well – structured business from the onset.

We will work hard to ensure that we only attract people with the right mindset to help us achieve our business goals and objectives in record time. Below is the business structure that we will build Cosmos Call Center Agency, LLC;

• Chief Executive Officer

Call Center Manager / Call Center Supervisor

Admin and HR Manager

• Marketing and Sales Executive
• Call Center Agents

Front Desk Officer

5. Job Roles and Responsibilities

Chief Executive Office:

• Increases management’s effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.
• Responsible for providing direction for the business
• Creates, communicates and implements the organization’s vision, mission, and overall direction – i.e. leading the development and implementation of the overall organization’s strategy.
• Responsible for signing checks and documents on behalf of the company
• Evaluates the success of the organization

Information Technologist

• Manages the organization website and serve room
• Responsible for continuous update of our online store
• Ensures that our payment platform is secured 24 / 7
• Responsible for installing and maintenance of “Private Automated Business Exchanges” (PABX),telephones, computer software and hardware for the organization
• Manages logistics and supply chain software, Web servers, e-commerce software and POS (point of sale) systems
• Responsible for continuous upgrade and maintenance of IT systems
• Handles any other technological and IT related duties.
• Responsible for overseeing the smooth running of HR and administrative tasks for the organization
• Maintains office supplies by checking stocks; placing and expediting orders; evaluating new products.
• Ensures operation of studio equipment by completing preventive maintenance requirements; calling for repairs.
• Defines job positions for recruitment and managing interviewing process
• Carries out staff induction for new team members
• Responsible for training, evaluation and assessment of employees
• Responsible for arranging travel, meetings and appointments
• Designs job descriptions with KPI to drive performance management for clients
• Regularly hold meetings with key stakeholders to review the effectiveness of HR Policies, Procedures and Processes
• Facilitates and coordinate strategic sessions.
• Works directly with clients in a non-advising capacity, such as answering questions, scheduling appointments and making sure all training concerns are properly taken care off
• Oversees the smooth running of the daily office activities.

Marketing and Sales Executive (Business Developer)

• Identify, prioritize, and reach out to new partners, and business opportunities et al
• Identifies business opportunities; follows up on development leads and contacts; participates in the structuring and financing of projects; assures the completion of music projects.
• Responsible for supervising implementation, advocate for the customer’s needs, and communicate with clients and music artists
• Develops, executes and evaluates new plans for expanding increase sales
• Documents all customer contact and information
• Represents the company in strategic meetings
• Helps increase sales and growth for the company
• Responsible for preparing financial reports, budgets, and financial statements for the organization
• Provides managements with financial analyses, development budgets, and accounting reports; analyzes financial feasibility for the most complex proposed projects; conducts market research to forecast trends and business conditions.
• Responsible for financial forecasting and risks analysis.
• Performs cash management, general ledger accounting, and financial reporting for one or more properties.
• Responsible for developing and managing financial systems and policies
• Responsible for administering payrolls
• Ensures compliance with taxation legislation
• Handles all financial transactions for the company
• Serves as internal auditor for the company
• Responsible for managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
• Carries out needs assessments, performance reviews and cost/benefit analyses;
• Responsible for setting and meeting performance targets for speed, efficiency, sales and quality;
• Ensures all relevant communications, records and data are updated and recorded;
• Advises clients on products and services available;
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
• Maintains up-to-date knowledge of industry developments and involvement in networks;
• Monitors random calls to improve quality, minimize errors and track operative performance;
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
• Reviews the performance of staff, identifying training needs and planning training sessions;
• Records statistics, user rates and the performance levels of the centre and preparing reports;
• Handles the most complex customer complaints or enquiries;
• Responsible for organizing staffing, including shift patterns and the number of staff required to meet demand;
• Responsible for coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• Responsible for forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Client Service Executives / Call Center Agents

• Ensures that all contacts with clients (e-mail, walk-In center, SMS or phone) provides the client with a personalized customer service experience of the highest level
• Through interaction with clients on the phone, uses every opportunity to build client’s interest in the company’s products and services
• Manages administrative duties assigned by the manager in an effective and timely manner
• Consistently stays abreast of any new information on the company’s products, promotional campaigns etc. to ensure accurate and helpful information is supplied to clients when they make enquiries
• Receives Visitors / clients on behalf of the organization
• Receives parcels / documents for the company
• Handles enquiries via e-mail and phone calls for the organization
• Distribute mails in the organization
• Handles any other duties as assigned my the line manager

6. SWOT Analysis

We are aware of the importance of knowing our areas of strength and weaknesses, and we have gone to a good length to make that known.

Cosmos Call Center Agency, LLC engaged the services of a core professional in the area of call center consulting and business structuring to assist the organization in building a standard call center agency that can favorably compete with other leading call center agency brands in the United States of America and the world at large.

Part of what the business consultant did was to work with the management of the company in conducting a SWOT analysis for Cosmos Call Center Agency, LLC. Here is a summary from the result of the SWOT analysis that was conducted on behalf of Cosmos Call Center Agency, LLC;

Our core strength lies in our service offerings, the power of our team and the state of the art call center equipment and software applications that we have. We have a team that can go all the way to give our clients value for their money. We are well positioned in the heart of Inglewood, Los Angeles and we know we will attract loads of clients from the first day we open our call center for business.

As a new call center in Los Angeles, it might take some time for our organization to break into the market and attract some well – established corporate clients; that is perhaps our major weakness. Another weakness is that we may not have the required cash to pump into the promotion of our business the way we would want to.

• Opportunities:

The opportunities in the telemarketing and call center industry are massive especially in Los Angeles, and we are ready to take advantage of any opportunity that comes our way.

Technology and the internet which of course is a major tool for the advancement and gains achieved in the telemarketing and call center industry can also poses a threat to the industry. The truth is that with the advancement of technology, it is now easier for organizations to leverage on software applications to conduct their telemarketing, market research and communicate with their clients.

So also, just like any other business, one of the major threats that we are likely going to face is economic downturn. It is a fact that economic downturn affects purchasing / spending power. Another threat that may likely confront us is the arrival of a new call center company in same location where our target market exist and who may want to adopt same Business model like us.

7. MARKET ANALYSIS

• Market Trends

The Telemarketing and Call Center industry is indeed witnessing a steady growth over the years especially in countries such as the United States, China, India, Philippines and even in the united kingdom. Though for some players in this industry would prefer to build their call centers in places where they can maximize profits; countries like India, China and The Philippines readily comes to mind

The industry has experienced steady growth over the last five years as the US economy picked up traction. The trend is that domestic industry has largely been outsourcing operations to low-wage countries for a number of years, which has historically resulted in limited growth.

In line with healthy growth, call centers have increasingly used technological advancements, including cloud-based systems, social media, voice recognition software and other broadband-enabled technology, to become more efficient. As technology becomes less costly and more accessible for industry operators, numerous new entrants have been enticed into the industry.

8. Our Target Market

The target market for the telemarketing and call center industry is all encompassing because of their service offerings. In view of that, we have created strategies that will enable us reach out to various corporate organizations and individual who we know will need our services.

We have conducted our market research and survey and we will ensure that our call center attracts the kind of clients we would love to work with. Below is a list of the people and organizations that we have specifically market our services to;

• Marketing agencies (Handle their telemarketing)
• Religious Organizations (For fund raising and campaigns)
• Non – Profits Organizations / NGOs (For fund raising and campaigns)
• Telecommunication agencies ( who would want to outsource some of their call center services)
• Advertising and Branding Agencies
• Corporate Organizations
• Political Parties(For fund raising and campaigns)

Our Competitive Advantage

We are mindful of the fact that there is stiffer competition in the telemarketing and call center industry in the United States of America; hence we have been able to hire some of the best business developer to handle our sales and marketing.

Cosmos Call Center Agency, LLC might be a new entrant into the telemarketing and call center industry in the United States of America, but we are coming into the industry with core professionals and of course a standard world – class call center with the latest equipment and software applications in the industry. We are well – positioned in Inglewood Los Angeles – California.

Lastly, our employees will be well taken care of, and their welfare package will be among the best within our category (startups telemarketing and call center agencies) in the industry meaning that they will be more than willing to build the business with us and help deliver our set goals and achieve all our aims and objectives.

9. SALES AND MARKETING STRATEGY

• Sources of Income

Cosmos Call Center Agency, LLC is established with the aim of maximizing profits in the telemarketing and call center industry and we are going to go all the way to ensure that we do all it takes to attract our target market. Cosmos Call Center Agency, LLC will generate income by offering the following services;

10. Sales Forecast

One thing is certain when it comes to telemarketing and call center services; it is always cheaper for organizations to outsource this services. This goes to show that any call center that is well – equipped and well positioned will always attract clients and that will sure translate to increase in revenue generation for the business.

We are well positioned to take on the available market in Los Angeles California and beyond and we are quite optimistic that we will meet our set target of generating enough income / profits from the first six month of operations and grow the business and our clientele base beyond Los Angeles – California to other cities in the U.S. and even the global market.

We have been able to critically examine the telemarketing and call center market and we have analyzed our chances in the industry and we have been able to come up with the following sales forecast. The sales projection is based on information gathered on the field and some assumptions that are peculiar to startups in Los Angeles – CA.

Below is the sales projection for Cosmos Call Center Agency, LLC, it is based on the location of our business and other factors as it relates to telemarketing and call centers agency start – ups in the United States;

• First Fiscal Year-: $350,000
• Second Fiscal Year-: $700,000
• Third Fiscal Year-: $1.5M

N.B: This projection is done based on what is obtainable in the industry and with the assumption that there won’t be any major economic meltdown and there won’t be any major competitor offering same telemarketing and customer care services as we do within same location. Please note that the above projection might be lower and at the same time it might be higher.

• Marketing Strategy and Sales Strategy

Call center business is not a business that you have to retail products which is why we must do all we can to maximize any opportunity that comes our way to attract people to hire of services.

Our sales and marketing team will be recruited based on their vast experience in the telemarketing and call center industry and they will be trained on a regular basis so as to be well equipped to meet their targets and the overall goal of the organization.

We will also ensure that our excellent service delivery speaks for us in the market place; we want to build a standard and well equipped call center that will leverage on word of mouth advertisement from satisfied clients / artists.

Our business goal is to build our call center agency business to become the number one choice in the whole of Los Angeles – California which is why we have mapped out strategy that will help us take advantage of the available market and grow to become a major force to reckon with not only in the U.S but in the world stage as well.

Cosmos Call Center Agency, LLC is set to make use of the following marketing and sales strategies to attract clients;

• Introduce our business by sending introductory letters alongside our brochure to organizations and key stake holders in Los Angeles and other parts of the U.S.
• Advertise our business in relevant magazines, newspapers, TV stations, and radio station.
• List our business on yellow pages ads (local directories)
• Attend relevant international and local telemarketing and call center expos, seminars, and fairs et al
• Create different packages for different category of clients in order to work with their budgets and still deliver top notch services
• Leverage on the internet to promote our business
• Engage in direct marketing approach
• Encourage word of mouth marketing from our loyal and satisfied clients

11. Publicity and Advertising Strategy

We have been able to work with brand and publicity specialist to help us map out publicity and advertising strategies that will help us walk our way into the heart of our target market. We are set to take the telemarketing and call center industry by storm which is why we have made provisions for effective publicity and advertisement of our call center agency.

Below are the platforms we intend to leverage on to promote and advertise Cosmos Call Center Agency, LLC;

• Place adverts on both print and electronic media platforms
• Sponsor relevant TV shows and radio programs
• Maximize our official website to promote our business
• Leverage on the internet and social media platforms like; YouTube, Instagram, Facebook ,Twitter, LinkedIn, Snapchat, Badoo, Google+ and other platforms (music online forums) to promote our business.
• Offer Pro Bono services to Non – profits Organizations as part of our community social responsibility
• Ensure that our we position our banners and billboards in strategic positions all around Los Angeles – CA
• Distribute our fliers and handbills in target areas
• Contact corporate organizations, religious organizations, Non – Profits Organizations and political parties by calling them up and informing them of Cosmos Call Center Agency, LLC and the services we offer
• Advertise our call center agency business in our official website and employ strategies that will help us pull traffic to the site
• Brand all our official cars / buses and ensure that all our staff members and management staff wears our branded shirt or cap at regular intervals.

12. Our Pricing Strategy

The nature of telemarketing and call center services makes it easier for operators in this industry to charge her clients fees based on the nature of job / project to be carried out, the timeline the project is to be delivered, the workforce required to execute the project and of course the resources needed to complete the project.

At Cosmos Call Center Agency, LLC we will keep our fees below the average market rate for all of our clients by keeping our overhead low and by collecting payment in advance. In addition, we will also offer special discounted rates to start – ups, nonprofits, cooperatives, and small social enterprises who engage our services to help them reach out to their target market and also to help them raise funds for their projects.

• Payment Options

At Cosmos Call Center Agency, LLC, our payment policy will be all inclusive because we are quite aware that different people prefer different payment options as it suits them. Here are the payment options that we will make available to our clients;

• Payment by via bank transfer
• Payment via online bank transfer
• Payment via check
• Payment via bank draft
• Payment with cash

In view of the above, we have chosen banking platforms that will help us achieve our plans with little or no itches.

13. Startup Expenditure (Budget)

In setting up any business, the amount or cost will depend on the approach and scale you want to undertake. If you intend to go big by renting a place, then you would need a good amount of capital as you would need to ensure that your employees are well taken care of, and that your facility is conducive enough for workers to be creative and productive.

This means that the start-up can either be low or high depending on your goals, vision and aspirations for your business. The tools and equipment that will be used are nearly the same cost everywhere, and any difference in prices would be minimal and can be overlooked.

As for the detailed cost analysis for starting a telemarketing and call center agency; it might differ in other countries due to the value of their money. The cost of setting up a telemarketing and call center business to a larger extent has reduced from what it used to be; many thanks to the advancement of technology and perhaps the internet.

These days it is now easier to see people set up a smaller call center in their offices facilities with little or no stress. However, this is what it would cost us to start Cosmos Call Center Agency, LLC in the United of America;

• The Total Fee for incorporating the Business in Los Angeles, California – $750.
• The budget for Liability insurance, permits and license – $2,500
• The Amount needed to acquire a suitable Office facility with enough space for standard call center in a business district 6 months (Re – Construction of the facility inclusive) – $250,000.
• The Cost for equipping the call center (telephone boxes, headsets, server room, computers, software applications, “Private Automated Business Exchanges” (PABX),printers, fax machines, furniture, telephones, filing cabins, safety gadgets and electronics et al) – $100,000
• The Cost of Launching our official Website – $600
• Budget for paying at least 10 employees for 3 months and utility bills – $200,000
• Additional Expenditure (Business cards, Signage, Adverts and Promotions et al) – $2,500
• Miscellaneous – $1,000

Going by the report from the research and feasibility studies, we will need about $600,000to set up a medium scale but standard call center in the United States of America.

Generating Funding / Startup Capital for Cosmos Call Center Agency, LLC

Cosmos Call Center Agency, LLC is going to start as a family business that will be solely owned and managed by Garry Boston and his wife Geraldine Boston. Both of them will be the financial of the business, but may likely welcome other partners later, which is why they have decided to restrict the sourcing of his start – up capital to 3 major sources.

These are the areas we intend generating our start – up capital;

• Generate part of the start – up capital from personal savings
• Source for soft loans from family members and friends
• Apply for loan from my Bank

N.B: We have been able to generate about $200,000 (Personal savings $150,000 and soft loan from family members $50,000) and we are at the final stages of obtaining a loan facility of $400,000 from our bank. All the papers and document has been duly signed and submitted, the loan has been approved and any moment from now our account will be credited.

14. Sustainability and Expansion Strategy

The future of a business lies in the numbers of loyal customers that they have the capacity and competence of the employees, their investment strategy and the business structure. If all of these factors are missing from a business (company), then it won’t be too long before the business close shop.

One of our major goals of starting Cosmos Call Center Agency, LLC is to build a business that will survive off its own cash flow without the need for injecting finance from external sources once the business is officially running. We know that one of the ways of gaining approval and winning customers over is to equip our call center facility with state of the equipment, technology and software applications.

Cosmos Call Center Agency, LLC will make sure that the right foundation, structures and processes are put in place to ensure that our staff welfare are well taken of. Our company’s corporate culture is designed to drive our business to greater heights and training and re – training of our workforce is at the top burner.

As a matter of fact, profit-sharing arrangement will be made available to all our management staff and it will be based on their performance for a period of three years or more. We know that if that is put in place, we will be able to successfully hire and retain the best hands we can get in the industry; they will be more committed to help us build the business of our dreams.

Check List / Milestone

• Business Name Availability Check:>Completed
• Business Incorporation: Completed
• Renting of Office cum Call Facility: Completed
• Setting Up Of The Call Center Facility: In Progress
• Intellectual Property Protection and Trademark: Completed
• Opening of Corporate Bank Accounts various banks in the United States: Completed
• Opening Online Payment Platforms: Completed
• Application and Obtaining Tax Payer’s ID: In Progress
• Application for business license and permit: Completed
• Purchase of All form of Insurance for the Business: Completed
• Conducting Feasibility Studies: Completed
• Generating part of the start – up capital from the founder: Completed
• Applications for Loan from our Bankers: In Progress
• Writing of Business Plan: Completed
• Drafting of Employee’s Handbook: Completed
• Drafting of Contract Documents: In Progress
• Design of The Company’s Logo: Completed
• Graphic Designs and Printing of Packaging Marketing / Promotional Materials: Completed
• Recruitment of employees: In Progress
• Purchase of the Needed call center equipment, software applications, furniture, office equipment, electronic appliances and facility facelift: In Progress
• Creating Official Website for the Company: In Progress
• Creating Awareness for the business (Business PR): In Progress
• Health and Safety and Fire Safety Arrangement: In Progress
• Establishing business relationship with key players in the industry: In Progress

How to Setup a Call Centre from Scratch – The Checklist

Here are some key considerations to keep in mind when opening a brand new contact centre.

1. Identify the Core Purpose of Your Contact Centre

The first thing you should do is identify the reason why you are opening a new contact centre, specifically focusing on your purpose and objectives.

It can also help to look at what channels your customers are using and where you need to be to align with their needs.

2. Calculate the Number of Employees Needed

You need to determine how big your contact centre needs to be for your business to be successful. Once you have a firm gauge on size, you can then base all of your technology, recruitment and office space needs around this.

Guessing at how many employees you will need could leave you stuck in an office that is 50 seats short, or paying out for space you don’t need – both of these scenarios could cost you heavily in the long run.

Read the Workforce Management Reference Guide, to find out everything you need about Workforce Management and Resource Planning. 

Use All the Information You Have to Calculate How Many Employees You’ll Need

The question of how many staff you will need will come down to individual needs – and should be based on predictions and forecasting.

If you are running a contract-based service, your contract should outline expected call volumes and duration and you can work around this. You should also factor in the other channels that you might need. For example, will your business need to handle webchat as well as phone calls?

Even if you aren’t 100% sure on the details, you should sit down with your team and work out some approximate forecasts you all agree on. These can then be used as a collective point of reference for decision-making later on.

If you really aren’t sure where to start, it can help to employ the services of an experienced consultant who has helped start up a number of contact centres.

Use an Erlang Calculator

An “Erlang” Calculator can help you to calculate numbers of agents needed for a given number of calls. You put in a service level target (such as 90% of calls answered in 20 seconds), the call duration and the number of calls, and it will work out the staff number needed.

There are 2 call centre calculators on the Call Centre Helper website:

We have an Online Version. We also have an Excel-based Erlang Calculator .

Factor in Space for Your Future Growth Plans to Succeed

It is also useful at this stage to look at how much space you might need in the near future to accommodate your plans for business growth.

Even though homeworking is a viable business strategy for managing additional contracts, it isn’t for everyone.

If you have no prior experience of managing homeworking agents, try to avoid choosing office premises that will physically limit your ability to grow and manage new opportunities in-house.

For example, if you decide that you will open your contact centre with 300 full-time employees, it is a good idea to build in space for 350 seats as a margin for expansion.

Read this article to find out how Gousto Contact Centre managed to scale up their contact centre .

3. Decide Where Your Contact Centre Should Be Located

Decide weather remote, hybrid or office work best for you.

Over a quarter of contact centres have now allowed some, if not all, advisors to work from their homes, with a further 6.6% currently doing so in a pilot scheme.

This chart comes from our report: What Contact Centres Are Doing Right Now (2019 Edition)

There are a number of benefits to having a contact centre of remote workers, including increasing your recruitment pool, lowering business costs and having greater flexibility, in terms of resource planning.

Many contact centres, however, are tentative to make this step, as homeworking is largely dependent on moving to the cloud – a step that may contact centres are afraid to make.

This is for many reasons, including:

• Perceived data security risks
• Reliance on a third-party cloud supplier
•  Relinquishing customized on premise solution

However, if your starting a contact centre from scratch, these concerns will likely be outweighed by the benefits, especially when we consider the business continuity benefits homeworking brings, in light of the recent coronavirus outbreak.

To ensure business continuity, make sure your read the following article, before starting a contact centre from scratch: Preparing for the Unexpected: How to Create a Business Continuity Plan

Don’t Just Focus on Shortening the Commute For the Management Team

You need to think about a variety of factors when deciding on the location of your new contact centre.

The prime focus should extend beyond shortening the commute for the core management team. In fact, this should be the last item on the list.

Think About the Skills You are Trying to Attract

A good starting point is to think about the skills you are trying to attract into your business.

For example, if you need multilingual employees, situating your contact centre near an airport or big city can help you gain access to the skills you need. Whereas if you are putting on a local service for a specific area, you should consider employing people in that area who will already have an understanding of the local culture.

Set Up Your Contact Centre in Close Proximity to Headquarters

Your business may also benefit from setting up the new contact centre in close proximity to company headquarters.

This can help agents feel more aligned with the brand and the wider business, as well as create opportunities to take agents off the phones and into nearby factories, warehouses or marketing departments.

Make Sure it is Easy For Your Employees to Get to Work

Another key consideration is to look at how your employees will get to work and how accessible your contact centre is by car and public transport.

• Is there a bus stop or train station nearby?
• Do the bus and train timetables schedules align with your shift patterns?

Even if your contact centre is offering amazing employment opportunities in the local area, you will struggle to hire people if they can’t travel easily to work each day.

Watch out for parking spaces

Contact centres can normally be spotted by the number of cars parked on the street and on verges near the offices.

Make sure you select a site with ample parking!

For more information on attracting the best talent, read our article 12 Ways to Become a Contact Centre Employer of Choice

Do Your Research to Make the Most of Your Budget

It is also important to think about your budget when choosing a location for your contact centre.

The size and quality of office premises varies considerably across the country, so it is worth doing your research to find out where you can get the most for your money – without compromising on talent and accessibility.

In recent research we discovered that 80% contact centre managers believed their budget was a major concern to running their dream contact centre. Make sure that you avoid this pitfall and secure budget for your contact centre. 

4. Choose Technology That Matches Your Business Needs

Focus your technology choices around the information you need to capture.

A generic list of contact centre technologies won’t really help you make an informed decision about what your new operation will need.

Instead, use an outside-in approach to help you make informed technology choices that are relevant to your business goals.

Here are a handful of questions to take into consideration:

• What channels are my customers using?
• What knowledge do I need and where will it be stored?
• Do I need a Customer Relationship Management (CRM) system to build a case for my individual customers?
• Will I need to offer a segmented service? If so, how will I route my calls?

Once you have decided what you need, you should also consider how all of your systems are going to work together – and how they will form the user interface.

Essential Technologies for for Modern Contact Centres

In our most recent contact centre survey, we asked what technologies modern contact centres are using. Here is a list of the core technologies every contact centre should have:

Headsets Call Recording ACD / Call Routing IVR Performance Management / Quality Monitoring Knowledge Base Call Back from Queue Solution Voice of the Customer / Customer Survey Customer Feedback Solution Wallboards Workforce Management Software Call Scripting Social Media Engagement Process Automation Chatbot Interaction / Speech Analytics Desktop Consolidation Proactive SMS Messaging Predictive Dialler Single Queue across All Channels

For a list of technology suppliers, see the Call Centre Helper Directory

You Don’t Have to Decide Which Headsets to Use Straight Away

Headsets may be the first piece of technology that springs to mind when starting up a contact centre.

However, the exact make and model of your headsets is a decision that can be left until the later stages of the planning process. It can even be left until the very end, if you plan to trial several products in the first few weeks of opening your operation.

The only decision you will need to plan for in advance is whether you want to use headsets with standard desk phones or computer-based telephony.

For more information about choosing headsets, read our article An Introduction to… Contact Centre Headsets

Map the Customer Journey and Evaluate Your Processes

You should also set aside time to plan your customer journey and think about how your processes are going to work.

It is far better to spot a time-consuming glitch in the planning stages than when you have 200 agents taking live calls! In this article we explain the 5 Steps to Creating a Customer Journey Map , and also read this article to find out the Mistakes You Need to Avoid .

Use Google Translate and Stay Professional While You Gauge Multilingual Demand

If you aren’t sure how many multilingual enquiries you will receive, one resourceful way to prepare for this, without undermining your professionalism, is to use Google Translate.

You can then have “We’re having this conversation using Google Translate”, and “Would you prefer to have this conversation in English?” professionally translated.

Your team can then do their best to handle these enquiries, without losing business, while you gain a sense of demand.

For more information on Multilingual Customer Support: Here’s What You Need to Know.

5. Set Aside Adequate Time and Resources

Plan for realistic timelines.

Rolling out a contact centre operation usually takes around 6 months.

It is possible to roll out a contact centre in 3 months (at a push). However, this isn’t the best situation to be in as it puts everyone under a lot of pressure.

However, these are only realistic time frames if the business processes have been properly developed and the operation’s responsibilities have been mapped.

It can take up to 2 years for a contact centre to be set up from start to finish – as it is not unusual for the planning stage to take 18 months, followed by a 6-month rolling-out period.

In a disaster recovery situation, if our business continuity plans become obsolete, there may be a need to speed up your plans to start a contact centre from scratch.

To do this, however, there isn’t time to properly customize an on-premise solution. Instead, you will need to move to the cloud and take the guidance of an expert cloud provider.

During the coronavirus outbreak, we have seen NICE offer a special “work-from-home in 48 hours or less” programme…

During the coronavirus outbreak, we have seen NICE offer a special “work-from-home in 48 hours or less” programme – and other vendors like RingCentral, Serenova and Sytel launch similar initiatives.

The trouble is that these offers are for existing contact centres, who have long-standing processes and procedures in place.

You will need to design these processes for advisors to follow and test support systems thoroughly, even if you can get the basic cloud technology in place within a couple of days.

But, in special circumstances, a reputable cloud vendor will help you get there quicker.

You Will Need at Least One Person Managing the Project on a Full-Time Basis

Setting up a new contact centre isn’t a sideline project.

You will need to take at least one person out of their existing role to manage the project on a full-time basis. They will also need access to a team to bring the project to fruition within a realistic timeframe.

Having proper processes and management in place is key to success.

Case Study – Vauxhall’s Contact Centre in Luton

Vauxhall’s 350-seat contact centre in Luton took 18 months to complete from start to finish.

2 project leaders worked full time to bring the operation to fruition. 10–15 additional people were also involved in the project at any one time, including employees from Finance and Human Resources (HR).

“There were 1,000 lines of activity to be managed across the project,  D on’t underestimate it! Plan more, plan harder, plan sooner. Even with 18 months set aside, the project put a lot of pressure on everyone involved.” -Jon Savage, Manager of Transformation and Strategy at Vauxhall.

Consider Scale: Adjust Timelines Based on the Size of Your Contact Centre

The time it takes to complete your new contact centre will also depend on the sheer size of the operation you are trying to build.

This has more to do with the volume of work that needs to be completed rather than any increase in complexity.

For example, the difference between a 50-seat operation and a 500-seat operation is that a further 450 people will need to be hired and trained. You will also require an additional 450 desks and phones to be installed, and so on.

Consider the Number of Channels You Need

You need to consider the number of channels you need to install and build in extra time accordingly.

It is far less time consuming to open a basic phone contact centre compared with one that can handle social media, webchat and email.

You will also have to factor in any extra training your agents might need to properly handle these additional channels.

Build in “Buffer Time” For Delays and Unexpected Issues

With such a large project in hand, it is highly unlikely that everything will go to plan.

To help overcome this, schedule in some “buffer time” during the rolling-out period for the inevitable delays and unknowns.

6. Hire and Train Ahead of the Grand Opening

You need to think outside the box to hire and train agents without an office.

If you are running to a tight schedule, it is likely that you will be hiring and training your new recruits before your new contact centre building is ready to use.

If this is the case, you will need to think outside the box to find a venue where these events can be held.

• Do you have a head office nearby with a spare conference room?
• Could you hire a room at a local hotel or college?
• Do you have a local Job Centre Plus? They often have some space local businesses can use.

Interview Off-Site Until Everything is Completely Finished

Even if the building is safe to use but isn’t quite finished, it is a good idea to interview and train your agents at a different location.

You want to make a great first impression – especially if you are fighting for the best talent in your area – and ushering your interviewees through uncarpeted corridors probably won’t cut it.

For more information about recruitment, read some of our articles:

• 5 Traits to Look for in Your Next Call Centre Employee
• How Do I… Tune Up the Recruitment Process?
• How Do I… Recruit the Best Agents?
• The 4 Skills You Can’t Teach – But Call Centre Staff Need

7. Build the Foundations of a Good Company Culture

Create a strong management team.

Starting a contact centre from scratch doesn’t stop once the phone lines are working!

Maintaining and building a good company culture takes commitment from the top down. This is why it is important you have the right team leaders and managers in place who are involved in mentoring, motivating and supporting your agents.

To get buy-in from the management team and ensure they work well together, you need to get them involved in the new contact centre as soon as possible.

For more information on creating a great management team, read the following articles:

• 5 Mistakes Every Team Leader Should Avoid
• 10 Tips for Preparing Agents for Team Leadership
• How to Be a Leader in the Contact Centre
• 8 ‘Soft Skills’ Training Exercises
• 10 Ways to Improve Your Team Meetings

Base Early Performance Targets on Outcomes Such as Sales Figures

To ensure that your new contact centre is meeting its purpose and that you are achieving your goals, your early performance targets should be outcome-based.

For example, based on the numbers of sales, or appointments made.

Apply customer-focused metrics

You should also put a number of customer-focused metrics in place to get your team involved in meeting your performance targets.

If your agents are directly focused on the customer, they will understand how their role feeds into the bigger picture. This will help to create a sense of purpose and buy-in amongst your front-line employees.

Provide Good Facilities to Help Make Your Contact Centre a Great Place to Work

Providing good facilities for your employees is also important for driving a positive company culture.

It can help to think of your new contact centre as a university or college campus, needing a variety of amenities to support your community of workers.

Basic considerations include on-site vending machines and cash machines, a well-stocked canteen, and a fun break-out room filled with pool tables, TVs and comfy sofas.

If you have a bit more budget to play with, why not upgrade your canteen into a restaurant, or install an on-site gym?

You can also read up on the latest Call Centre Helper site visits to see the tried-and-tested strategies other contact centres are using.

For more ideas on making your contact centre a great place to work, see the following articles:

• 12 Fun Ideas for Your Break-Out Room
• 15 Ways to Bring in the Feel-Good Factor
• 5 Simple Ways to Improve Your Agents’ Day
• The Best Ways to Pay Call Centre Staff

Implement a Phased Transition to Help Everything Settle Before Going Live

If you are moving an old contact centre across to a new contact centre, a phased transition can help address any “teething problems” before you go fully live.

Your transition phase could last for up to 3 months, as you gradually pass all contacts from your old premises to your new premises. This has the added advantage of the old contact centre being part of “the backup plan” in the event that something goes wrong on the new site.

You can take a similar approach with a brand new operation by bringing in new starters in waves, or starting up one channel at a time over the course of an introductory period.

Ensure You Don’t Make Compromises That Will Harm the CX

It is important that you don’t compromise on anything that will ultimately harm the customer experience – from your canteen food choices right through to rushing the wrong people through the recruitment process.

Letting anything slip will send a clear message that your customer experience doesn’t matter – and this is not the message you want resonating through your brand new operation.

For more useful information on starting a contact centre, read these articles:

• Typical Roles in a Call Centre – With Job Descriptions
• How to Set up a Call Centre
• How to Write a Call Centre Business Plan

With thanks to:

• Martin Jukes at Mpathy Plus
• Jon Savage, Manager of Transformation and Strategy at Vauxhall
• The team at the MOO Print Limited contact centre

Author: Jonty Pearce Reviewed by: Hannah Swankie

Published On: 24th Jul 2013 - Last modified: 19th Aug 2024 Read more about - Customer Service Strategy , Coronavirus , Homeworking , Jabra , Martin Jukes , Noble Systems , Recruitment , Setup

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Headsets are essential for all internet user

Hi, I’m inspired by how you have made it seem possible to pursue this venture. Your steps or check list is just what I needed because I have all the necessity to start but just didn’t know where to start. I have all the expertise to run a call centre and at this point in time I need all the help I can get.

This has made my day and I have an idea where to begin now.

Many thanks T. Madlala

Thank you very much for the information, it really helped a great deal. Is it better or advisable to use routers to set up?

i need information on how to get a process to start a call centre ?

i need information on how to get a process to start a call centre

This is far too high level and not helpful. Any agent working on a call center floor cold come up with this list.

This is exactly what i needed 2 know…tnx

Its better to put up in the Philippines. It will save you a lot.

I will start managing a call center soon but having problem with quoting clients

can someone advice?

Appreciates

That’s great , getting alot what i wanted – Thanks

Hello , everything I understand, but one thing I don’t understand when you have the call centre set up and everything, right. How do you get the contract, where do you look how to start that off ?

Pls somebody advice me one that, thank you.

Hello , everything I understand, but I don’t understand when you have the call centre set up and everything, right. How do you get the contract, where do you look how to start that off ?

Pls somebody advice me too

This is a great article- has all the critical project essentials well defined

Call Center Business Plan Template

Download this Call Center Business Plan Template Design in Word, Google Docs, Apple Pages Format. Easily Editable, Printable, Downloadable.

If you want to reach your target market easily, putting up a call center business may be the right thing for you. But starting this business can be a tough one, especially if you still don’t have any idea how to run this kind of business. Learn how to start your own call center business with our professionally-made Call Center Business Plan Template. You'll have the option to either use its suggestive content as is or modify its to fit your specifics. Provide a top-quality service to your prospective clients when you start utilizing this Call Center Business Plan Template right now!

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How To Create a Call Center Business Proposal + Template

When starting a call center business , one of the most important aspects is creating a call center proposal. This document will outline the services your call center offers and how it can help solve the needs of another business. 

Ensure your call center proposal is well-written and convincing to stand out from the competition and win over potential clients. Read on to discover how to create a call center business proposal and why.

Purpose of a Call Center Proposal

A business proposal is a crucial extension of your call center business plan , helping you establish a new business relationship with a first-time client. It should provide an overview of your call center business, your services, how you plan to solve the client’s problem, and pricing information, all of which should be grounded in the strategic objectives outlined in your call center business plan. The proposal should be tailored to the specific client and their needs.

Elements of a Winning Call Center Business Proposal

To create a winning call center proposal, certain elements must be included.

Problem Statement

To show that you understand the client’s needs, you must first identify the problem they are facing. This shows them that you understand what they need. For example, if the client is a small business struggling to keep up with customer demand, you would identify this as a problem.

Proposed Solution

After you have identified the problem, you must then propose a solution. This is where you outline the services your call center can provide to help solve the client’s problem. Be specific and include details on what services you will offer and how they will benefit the client.

For example, if the client is struggling to keep up with customer demand, you would propose your call center services as a solution. You would explain how your call center would be able to take on some of the customer call volume and help relieve the burden on the client’s staff.

Pricing Information

After you have proposed a solution, include pricing information. You need to show the client how much it will cost them to use your call center services. It is critical to be transparent and upfront with pricing information so that the client knows what to expect.

For example, if the client is looking for a call center to take on customer call volume, you would include pricing information for your call center services. You would explain how much it would cost per call, hour, or month.

Putting It Together

Once you have all of the above elements, it’s time to put your proposal together. Make sure it is well-written and free of errors. For example, you may want to use a call center proposal template to help you get started. A template is a great way to follow guidelines, especially the first time. Once you write several proposals, the process becomes easier.

A template helps you streamline the process. If you don’t have time to create a proposal from scratch, consider using a call center proposal template.

A call center business proposal is essential to winning over new clients. By including the key elements outlined above, you can create a proposal that will convince potential clients to use your call center business.

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Top 9 Call Center Action Plan Templates with Samples and Examples

Kavesh Malhotra

In the dynamic realm of customer service, call centers stand as the front line of interaction between businesses and their clientele. These communication hubs are pivotal in shaping the customer experience, serving as the voice and often the face of a company and the organization's  process improvement . However, the challenges that call centers face are manifold, ranging from ensuring the highest customer satisfaction standards to  performance management , i.e., optimizing their agents' performance. This is where a well-structured call center action plan comes into play, serving as a strategic guide to identify, address, and overcome challenges. Rather than a mere document, it's a proactive approach that empowers call centers to navigate complexities, improve processes, and elevate the quality of service they deliver.

To assist you in this journey, SlideTeam presents its curated collection of top-notch Call Center Action Plan Templates in this blog.

Explore diverse  event action plans  designed to elevate your event planning game, ensuring seamless execution and success.

According to recent industry surveys, one of the predominant challenges call centers face is achieving and maintaining high performance levels. Call centers often grapple with declining customer satisfaction,  performance management  concerns, and challenges in  process improvement  and aligning operations with business goals. Customer expectations are evolving, and businesses need effective strategies not only to meet but also to exceed these expectations. This is where our well-crafted call center action plans  step in and  become a game-changer — to address these pain points and transform them into opportunities for improvement.

These bundles are not just content-ready; they are your dynamic canvas, fully editable to cater to your unique needs. Consider them your time-saving ally, sparing you the laborious task of crafting a presentation from the ground up. Elevate your presentation game by leveraging these slides as your starting point, offering a robust framework and unmatched flexibility.

Let's dive into the in-depth analysis of each template:

Template 1: Smart Action Plan for Call Center Agents PowerPoint Presentation Slides

Empower your agents with this specific, measurable, achievable, relevant, and time-bound (SMART) action plan to enhance their performance. It begins with covering the company's background information, including an overview of its geographical presence, organizational structure, and journey roadmap. The presentation then includes solutions offered by the BPO firm, such as outbound and inbound call volume rates, and the issues faced by the BPO center and its impact on the company. It further offers details of recent technological improvements in the industry and strategies for dealing with unsatisfied clients, including telephone etiquette for support agents. The deck also covers  performance management  and offers insight into the correct customer handling approaches, channel strategies for client complaints and faults, and business  process improvement  with IT services like training programs for call center agents. The deck concludes by outlining the expected growth and  call center performance improvement plan , including  call center KPIs  and dashboards. Download this PPT Deck that enhances call center agents' performance with its smart objectives, strategic approach, and actionable insights.

DOWNLOAD NOW

Template 2: Call Center Action Plan Improvement Strategies Communication Success Resources

This deck uncovers a broad action plan infused with improvement strategies, communication tactics, and success resources for a transformative call center experience. It starts with advancement techniques highlighting the goals, success indicators, and expected outcomes. The presentation further covers  a call center performance improvement plan  with the resources required. It also demonstrates the manager preparing an action plan to implement the IVR system at the call center and a multistage roadmap to implement the call center action plan. The deck concludes by outlining a multi-step action plan for call center tele-sales and process improvement. Crafted for continuous improvement, download this deck that focuses on strategies and resources for effective communication success.

Template 3: 30-60-90 Action Plan for Call Center Manager PPT Slides

Understand the nuances of managing a call center with a 30-60-90 action plan tailored for call center managers. It's a blueprint for effective administration and is meant to specify approaches for achieving short- and long-term goals in a call center process. Equip your managers with a precise plan for their first crucial months, ensuring a smooth transition and effective leadership. Don't wait any longer; grab it now!

Alongside it, uncover  skill development plan samples  that empower individuals and organizations to chart a strategic course for enhancing competencies and fostering professional growth.

Template 4: Multistage Roadmap to Implement Call Center Action Plan

This slide is a visual guide for implementing your action plan, breaking down complex strategies into manageable stages. It outlines all the vital activities executed across the year under the support, transitional, and strategic stages. Download this  call center business plan  and delve into a multistage roadmap designed to streamline the execution of your call center strategy. It's your guide to structured progress.

Template 5: Multistep Approach to Implement Improvement Action Plan at Call Center

Measuring call center performance  to facilitate your call BPO's seamless implementation is crucial. This slide takes a systematic approach to implementing  process improvements , ensuring sustained growth in performance. It covers crucial steps like discussing, identifying, and finalizing the BPO improvement areas, assessing the current conditions, and conducting test runs to measure the improvements, among others. Download this slide and explore a multistep approach that introduces improvement actions into the call center environment. It's the key to sustained enhancement.

Template 6: Call Center Action Plan with Success Indicators

Navigate through this layout infused with clear success indicators, providing a tangible way to measure the impact of your call center action plan. It includes potential issues and challenges and improvement tasks to resolve those issues. The slide determines each task's purpose, the expected results, the methods adopted, a key person in charge, etc. With this layout, you can rest assured that you have all the tools to optimize your call center operations and achieve your goals. Download it to understand how to measure the impact of your actions and optimize for ongoing success.

Template 7: Call Center Action Plan with Improvement Strategies

This slide outlines actions and strategically places improvement strategies at the forefront. It outlines the call center goal and action steps for the  process improvement . It defines the details of the employee taking action steps, resources required, timeline, expected outcomes, and further steps. It's indeed a proactive approach to excellence. Download this slide that combines actionable strategies,  performance management,  and improvement initiatives in one strategic plan.

Template 8: Multistep Action Plan for Process Improvement at Call Center

Engage with a detailed action plan dedicated to  process improvement  within the call center with this slide. It includes all the crucial steps, such as setting well-defined  call center KPIs,  providing employee feedback, offering relevant tools that empower call center agents, utilizing speech analytics to identify weak areas, and offering incentives for good work. Streamline processes with a multistep approach, enhancing efficiency and customer satisfaction. It's a roadmap for efficiency and excellence. Get your hands on this slide!

Template 9:  Multistep Action Plan for Call Center Tele Sales

This structural format, designed explicitly for tele sales, offers a multistep action plan that combines strategic insights with actionable steps for sales success. It encapsulates all the crucial stages like performing data analysis, improvement actions, conducting testing, and implementing desired changes for  process improvement  in the call center. Download this template that ensures a targeted approach for maximizing sales performance.

Conclusion: Empowering Your Call Center for Success

In today's competitive business landscape, providing excellent customer service is more important than ever. And to do so, taking a proactive approach is imperative. This is especially true for call centers, which serve as the first point of contact between businesses and their customers. As you venture on the journey to optimize your call center's  performance management , the above collection of call center action plan templates stands as your trusted ally. These dynamic roadmaps for  measuring call center performance  identify improvement areas, set clear objectives, assign responsibilities, and monitor progress. Unleash your creativity, enhance your efficiency, and deliver presentations that captivate with these ready-to-use templates. Additionally, dive into our curated list of  cost reduction plans , offering practical solutions to optimize expenses and enhance the financial efficiency of your business.

Download, customize, and implement these templates to witness a transformation in agent performance, customer satisfaction, and overall business success, ensuring smooth operations and ultimately delivering an exceptional customer experience. Elevate your call center game and drive unparalleled success! 

Related posts:

• Top 10 Action Plan Templates With Samples And Examples
• Top 10 Plan Proposal Templates with Examples and Samples
• [Updated 2023] Top 10 Product Management Google Slides Templates to Align Business Goals
• [Updated 2023] An All-Encompassing Guide to Project Planning (With 30+ PowerPoint Templates to Help You Get Started)

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How to Write a Call Centre Business Plan

We investigate what should be included in a call centre plan and highlight some of the key fundamentals.

What Is the Aim of a Call Centre Business Plan?

A call centre business plan is a high-level document that is the first stage of setting up a call centre. It describes the purpose of the call centre and outlines the objectives, benefits and costs together with an indication of some of the components.

If you are bidding to create a contact centre within your own organization – whether that’s for service, sales or both – your call center business model will be aimed at internal stakeholders.

However, if you’re looking to create a new outsourced contact centre, your business plan may instead be aimed at investors, who you will need to help fund your operation – through the early days at least!

“In the plan, you will set out a number of options – around things like location, recruiters and technology suppliers. You are looking for approval to dig deeper into these options,” adds Martin Jukes, Managing Director at Mpathy Plus.

A Business Plan Will Cover a Number of Areas, Including:

• Customer Experience
• People and Technology
• Return on Investment (ROI)

Risk Assessment

It is important to keep in mind that your business plan will have three main audiences:

• Those stakeholders or potential sponsors (as already discussed)
• Those already tasked with building
• Those tasked with justifying

Start Your Plan With a Purpose – Set Around Key Objectives

Start off your business proposal by highlighting the purpose and objectives of the call centre.

Highlight your key arguments, using simple language, which will capture the attention of your investors early. Bullet points that set out your thoughts in a logical manner may be all that you need here.

The key is to make straightforward statements like:

“We’re spending £2 million every year in serving customers, in a disparate manner, across the organization. If we spend £1 million setting this up and £1 million a year on resourcing the call centre, then we’re going to get a return on investment fairly quickly, while providing a better customer experience.”

You are setting up the rest of the business plan, which will highlight how you plan to deliver a call centre to meet your objectives.

You then expand upon these arguments later, as you are setting up the rest of the business plan, which will highlight how you plan to deliver a call centre to meet your objectives.

Some other simple objectives that you might want to build a business plan for a call centre around – for a service operation – could be:

Possible Objectives for a Call Centre Business Plan:

• Furthering Revenue
• Improving Customer Experience
• Generating Campaigns
• Increasing Technical Support for New Products
• Enabling Growth

These are some quick examples, which could be expanded into solid objectives. However, these could be quite different from those used in a sales or outsourced contact centre.

What Else Needs to Be Included in a Contact Centre Business Plan?

While you may wish to add other elements into your business plan, here are some of the absolute must-haves, which need their own sections within your proposal.

How will a new contact centre benefit your organization? List all of the benefits in this section to underline the value of your new call centre.

In this section, start by reiterating your “headline” objectives, but also talk about some of the other benefits that call centre could bring – which may also help to swing your stakeholders.

Some of the benefits that are easy to overlook when creating a business plan include:

• Call analysis and more data that will tell you more about your customers
• Continuous improvement of customer service (with the right team)
• Extended service hours
• Improvement of your organization’s image
• Saving time of others in the business, who currently take calls as part of their job

Before you get into agent recruitment, locations and technology considerations you need to specify who will oversee the implementation of the contact centre, provide advice and troubleshoot. Who will be in the project’s steering group?

Plans are often built in project mode – i.e. to get to a defined result in a defined time at a defined budget.

It’s the wrong mindset.

Once you’ve come up with your key objectives, you need to start with “who?”, according to Peter Massey, Managing Director at Budd.

The people you are building for need to be involved right along.

“You need to be clear how it will run, not how it will get built. So how do you get customers’ and operations’ needs to drive scope and acceptability of your plan? The people you are building for need to be involved right along,” says Peter.

“So many new call centre plans don’t survive their first owner – the person who comes in to run a business in it. That disconnect is a real risk.”

This is especially true in fast-growing businesses where the team is being recruited right the way through.

Customer Experience Considerations

An important consideration when planning for a new contact centre is: what will our service look like from a customer’s perspective?

If one of your objectives is to increase revenue through great service, this is particularly important, as you need to highlight the actions that you want to take which will enable you to achieve that.

The idea here is to create a vision of the customer experience that the call centre will deliver. This vision will help to stitch together your technology, location and recruitment options that you present to your stakeholders later in the business plan.

Create a vision of the customer experience that the call centre will deliver.

You may also want to consider: why do customers contact us? Do you plan to automate, simplify or even eliminate some of those contacts in the call centre? If so, how will that impact customer experience for the better?

In this section of your call centre business plan, another important consideration is: how will we measure success? 

If your key objective is to save money, revenue statistics may be all you need. However, if you’re looking to further revenue via improved service and sales, you might need to introduce and explain how you will use measures like:

• Customer Effort
• Customer Emotion
• First Contact Resolution
• Customer Satisfaction
• Net Promoter Score
• Sales Volumes

The metrics that you track, and how you do so, should align with your vision for customer experience.

Location – Along With Branding and Furnishing

If you are looking to run a traditional brick-and-mortar call centre, you will likely present three or four different options for location and note that they will cost x, y and z.

The options that you put forward will depend on things like the availability of suitable resource. Do you want to go near competing organizations where you can potentially poach good staff? Or do you want to stay away from organizations that may want to poach members of your team?

Other factors in your decision may include grant availability, cost of accommodation, office space and, of course, availability.

Factors in your decision may include grant availability, cost of accommodation, office space and, of course, availability.

There is also the matter of the location fitting your brand, and branding in itself is a key thought to have, according to Martin.

“Your contact centre is a representation of your brand, and for many customers it is what they see and experience more than anything else. So you need your call centre to demonstrate what you are about as an organization,” says Martin.

With this in mind, when you are looking at possible locations, you will need to look for costs to furnish, brand and maintain the place, so it not only reflects your company, but also becomes a nice place to work.

A Quick Point on Remote Working

If you are wanting to put together a remote contact centre, furnishing, branding etc. will be less of a consideration – but there will be other costs that you need to consider, such as:

• Liability /employee
• IT and internet
• Workstations

On top of that, with remote working you will have to think more about setting the right working practices and maintaining kit, as well as any safety and security matters that need to be addressed.

These considerations will also apply to hybrid contact centre models, which most contact centres are set to turn into in the post-COVID world.

This poll is made up of data sourced in the Call Centre Helper Webinar: Contact Centre of the Future

The decision on whether you plan for an office-based, hybrid or fully remote contact centre can be a tricky one, but it’s good to think about who you plan to recruit – remembering that:

Office-based working tends to suit:

• Young, sociable workers
• People new to the company and in need of training
• High-paced telesales contact centres
• Environments where team work is important

Home-based working tends to suit:

• Older workers with home responsibilities
• Disabled workers
• Contact centres looking for specialist talent (because of wider talent pool)
• Areas in which contact volumes fluctuate

People and Technology Resources

In terms of resources, there are lots of things to consider. Firstly, forecast your demand and how that will change over time. This will enable you to calculate how many agents you need .

Then, you need to think about the internal structure of your call centre. This will include asking yourself questions such as:

• How many team leaders do we need per x number of agents?
• Who will be in charge of Quality Assurance and coaching?
• Who will be in charge of Resource Planning?
• Who will be in charge of HR for the new team?

Only by asking yourself questions like these and quantifying the duties in each role will you be able to come up with a staffing requirement.

From this, you will put forward suggestions for staff salaries and be able to calculate your potential people costs.

Then focus on your technology . You can opt for cloud-based solutions or on-premise technology.

The plus with cloud is that there are pay-as-you go types of models, which make it much easier to set up a new call centre, while technology integration is also much easier.

Once you have made this decision, it’s time to consider which vendor you’d like to work with. To do this, it’s good to consider which technologies you would like to invest in.

Consider how you might want to simplify, automate or eliminate some of your most common contact reasons…

While there may be some must-haves – like a CRM and an IVR/Call Routing – go back to your top contact reasons and consider how you might want to simplify, automate or eliminate some of your most common contact reasons and consider what technology will help you do that.

A good tool for helping do this is the Value-Irritant Grid. You can find out more about this in our article: A Simple Technique to Improve Your Contact Centre Strategy

For those contact reasons to which none of those options apply, look at the technologies that can support agents in answering those queries effectively – i.e. knowledge bases, visual scripting, etc.

Approach technology vendors with your proposal for technologies and then present options to your stakeholders in your business plan.

For more on putting together a technology plan for your contact centre, read our article: How to Set Up a Call Centre From Scratch – The Checklist

Quick Tip – Make Sure You Put Psychology Before Technology

It’s easy to start totting up the cost of systems and technology required in a contact centre. But not every project team looks at the cost of constantly optimizing the experience of staff and customers in and beyond the contact centre.

If your website and apps drive contacts, it’s not enough to optimize your contact centre. If your marketing and sales propositions drive expectations, it’s not enough to do well in handling contacts, as Peter Massey tells us.

You need a model which fits your company’s values and your customers’ expectations.

“You need to look at the psychology of a contact centre, not just the technology. You need a model which fits your company’s values and your customers’ expectations. That takes thinking time, collaboration from other functions, deep user design and continual optimization,” adds Peter.

Return on Investment

When you put together a set of options for things like location, technology and people, you become much more aware of the costs of your potential operation.

So, this section should include a summary of where the costs lie, in comparison to projections for how much money you are going to save and/or how providing better service will generate further income.

With all of the profit and cost figures, you should be able to calculate when your stakeholders or investors will start to see a return on investment (ROI).

Martin Jukes

When embarking on a project as ambitious as setting up a new call centre, there are a lot of risks that you need to mitigate for.

“Understanding scale is critical and one risk that I would expect to be included in a call centre business plan is sizing, whether that’s over- or under-sizing – which may be due to the volatility of forecasts,” adds Martin..

Another risk may include your technology not working – or that it does not deliver what you were hoping it would deliver – either from a timescale or functionality perspective.

A further example of a risk that you may need to provide some contingency measures for is recruitment problems, in case you fail to hire the required calibre of people in the area in which you are targeting. These are the sorts of risks to plan for, and there may well be others.

Mistakes to Avoid With Your Plan

There are many potential pitfalls that you can slip into when creating a call centre business plan. The two most common – as identified by Martin Jukes – are as follows.

1. Failing to Structure the Business Plan Around the Customer

By positioning your call centre as your organization’s “hub for customer experience”, not only are you highlighting its strategic value, but you can also ensure that it is not going to be viewed – from now and in the future – as a “cost centre”.

When your call centre is viewed as a cost centre, you will find it very difficult to put together a business case in the future for new technologies, staff and other customer innovations.

If you also create your business plan around a vision for how you will serve your customers, you will naturally align your choices – in terms of location, recruitment, technology etc.

2. Putting Technology Ahead of Customer Experience and Psychology

Technology is your enabler, once you’ve decided what it is that you’re trying to do.

For example, if you are looking to set up an outbound sales call centre, you would use technology differently from if you were planning for an inbound support centre.

You need to understand what you need from your technology, before setting up your system.

A lot of people buy a contact centre platform and then work out how to do it. But that approach is wrong. You need to understand what you need from your technology, before setting up your system.

As Peter says: “What goes into a call centre business plan is as much psychology as technology.”

Other Mistakes…

While these two are common mistakes, there are lots more in terms of the implementation of the call centre, in terms of:

• Getting the right people
• Putting training together and getting the right support material in place
• Branding and aligning people behind a company culture

Getting this right depends on lots of market research and, of course, having a vision for how you plan to service customers. This will help you to secure the necessary funds.

8 Key Questions You Need to Answer in Your Business Plan

While we’ve covered the fundamental components of a call centre business plan, there are many questions that you’ll need to answer as you put together your proposal.

Here are some important examples that Peter Massey put forward:

Peter Massey

• What shall I focus the budget into to make the biggest impact / best operation?
• What does it cost to build a contact centre?
• How much should we justify investing for best impact?
• What should the project team look like?
• How do we make sure the operational team get handed over what they need?
• How do we get the right subject-matter experts involved?
• How do we avoid scope creep or scope reduction whilst hitting a deadline?
• If we’re building afresh, how do we make sure we don’t just build a shinier version of what we did before?

Get Some External Advice

While this is no doubt a long and thorough guide to creating a call centre business plan, it is a big task and one that most organizations do once in a blue moon.

With this in mind, it is good to get in contact with experts like Martin and Peter, who have worked alongside many organizations in putting together a call centre business plan.

They know all the potential pitfalls and issues that you are likely to come across, as well as other key trends regarding what’s going on in the industry – so engaging with a third party is a key final tip.

If you would like to reach out to Martin or Peter, you can check out their websites here:

• Martin Jukes: mpathyplus.co.uk
• Peter Massey: budd.uk.com

For more advice on setting up a contact centre, read our articles:

• How to Set up a Call Centre
• What Is a Call Centre? – 10 Things to Know
• 23 Considerations to Make Before Implementing a New Digital Channel

Author: Robyn Coppell

Published On: 4th Jan 2021 - Last modified: 9th Nov 2023 Read more about - Customer Service Strategy , Martin Jukes , Peter Massey , Setup

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41 Call Center Script Examples For Sales And Support Teams

• Gear Inc Sg
• September 3, 2024

Call center scripts are essential for ensuring consistent and effective customer communication. By using well-crafted scripts, businesses can enhance customer satisfaction, streamline processes, and boost sales.

This article provides 41 detailed call center script examples for sales and support teams, offering practical insights into handling various customer interactions.

From addressing common objections to closing deals and resolving complaints, these scripts are designed to help your team deliver top-notch service and achieve better results.

Table of Contents

Sales call center script examples.

The correct script can distinguish between a successful call and a lost opportunity in sales. This subsection presents various call center script examples to enhance sales performance by building rapport, handling objections, and effectively closing deals.

1. Initial Contact Scripts

The first impression is crucial in sales calls. Scripts for initial contact should be warm, engaging, and informative. They should introduce the company and the purpose of the call succinctly. For example:

• Agent: “Hello, [Customer Name], this is [Agent Name] from [Company Name]. We offer [product/service], which could greatly benefit your [business/personal needs]. Is this a good time to talk?”
• Purpose: To introduce the company and initiate a conversation.

2. Handling Objections

Handling customer objections is an important aspect of sales. Whether the objection is about price, lack of interest, or product concerns, having a prepared response can turn a negative into a positive.

• Customer: “I’m not interested in this product right now.”
• Agent: “I understand, [Customer Name]. Many of our current clients felt the same way initially but found that [specific benefit] made a significant difference. Could we explore how it might work for you?”

3. Follow-Up Scripts

Follow-up calls are essential for nurturing leads and keeping potential customers engaged. These scripts focus on re-establishing contact and moving the prospect closer to a purchase decision.

• Agent: “Hi [Customer Name], this is [Agent Name] from [Company Name]. We spoke last week about [product/service]. I wanted to follow up and see if you had any further questions or had a chance to consider our offer.”

4. Cross-Selling And Upselling Scripts

Effective cross-selling and upselling can significantly increase sales revenue. These scripts should highlight complementary products or upgrades that provide additional value to the customer.

• Agent: “Thank you for purchasing [product]. Many of our customers who bought this also found [related product] useful. It offers [additional benefits]. Would you be interested in learning more about it?”

5. Sales Closing Scripts

Closing a sale is the final step in the sales process. A strong closing script can help seal the deal by summarizing the benefits and confirming the next steps.

• Agent: “Based on our conversation, it seems that [product/service] fits your needs perfectly. Shall we set up your account to get started?”

Support Call Center Script Examples

Support call center scripts are designed to help agents effectively resolve customer issues, provide assistance, and maintain a positive relationship with clients. This subsection covers various scenarios, including general support, complaint resolution, technical troubleshooting, and customer retention.

6. General Support Scripts

General support scripts cover various inquiries, from account issues to product information. They aim to provide clear and concise answers, ensuring customers receive the needed information immediately.

• Agent: “Thank you for calling [Company Name]. My name is [Agent Name]. How can I assist you today?”
• Customer: “I’m having trouble logging into my account.”
• Agent: “I’m sorry to hear that. Can you please confirm your username so I can assist you further?”

7. Complaint Resolution Scripts

Handling complaints requires empathy, patience, and a clear plan for resolving the issue. These scripts help agents de-escalate situations and offer solutions to dissatisfied customers.

• Agent: “I apologize for the inconvenience, [Customer Name]. I understand your frustration. Let’s go over what happened so we can make it right.”
• Customer: “The product I received was damaged.”
• Agent: “I’m sorry to hear that. Could you please provide a photo of the damaged item? We will send a replacement immediately and cover all shipping costs.”

8. Technical Support Scripts

Technical support scripts guide agents through troubleshooting steps for common technical issues. They provide clear instructions and ensure that customers understand the process.

• Agent: “Thank you for calling [Company Name] ‘s technical support. I’m [Agent Name]. Can you please describe the issue you’re experiencing?”
• Customer: “My device won’t turn on.”
• Agent: “I understand. Let’s start by checking if the device is properly plugged in and the power button works. Could you please try that and let me know?”

9. Customer Retention Scripts

Customer retention scripts focus on retaining customers who are considering leaving or canceling their services. They often include offers or incentives to encourage customers to stay.

• Agent: “I’m sorry to hear you’re considering canceling, [Customer Name]. May I ask why you’ve decided to leave?”
• Customer: “I’m not satisfied with the service.”
• Agent: “I understand. We value your feedback and would like to offer you a special discount so you can stay with us. Would you be interested in discussing this further?”

Customizable Call Center Script Templates

Customizable call center script templates provide a flexible framework that can be used in various scenarios and customer needs. These templates are particularly useful for training new agents and maintaining consistency in customer interactions.

10. Sales Script Templates

Sales script templates streamline the sales process, helping agents introduce products, handle objections, and close deals. These templates can be tailored to fit a company’s specific products or services.

• Introduction: “Hello, [Customer Name], this is [Agent Name] from [Company Name]. We offer [product/service] that can [highlight key benefit]. Is this a good time to chat?”
• Objection Handling: “I understand your concern about [objection]. Many of our clients initially felt the same way but found that [specific feature/benefit] helped them achieve [desired outcome].”
• Closing: “Based on what we’ve discussed, [product/service] seems like a great fit for you. Shall we proceed with the next steps?”

11. Support Script Templates

Support script templates assist agents in addressing common customer issues, from technical problems to billing inquiries. These templates ensure that agents consistently provide accurate and helpful information.

• Greetings: “Thank you for calling [Company Name]. My name is [Agent Name]. How can I help you today?”
• Issue Identification: “Can you please describe the issue you’re experiencing? This will help me assist you more effectively.”
• Resolution Steps: “Let’s try the following steps: [list specific troubleshooting steps]. Please let me know if this resolves the issue.”

12. Follow-Up Script Templates

Follow-up calls are crucial for maintaining customer relationships and gathering feedback. These templates help agents structure their conversations to ensure that all necessary information is covered.

• Follow-Up: “Hi [Customer Name], this is [Agent Name] from [Company Name]. We recently spoke about [product/service]. I wanted to follow up and see if you have any questions or need further assistance.”
• Feedback Request: “We’d love to hear your feedback on [product/service]. Your insights help us improve and serve you better.”
• Next Steps: “If you’re ready, we can proceed with [next action, e.g., setting up an account, scheduling a demonstration].”

13. Customization Tips

When using these templates, it’s essential to customize them based on the customer’s specific needs and the nature of the interaction. Agents should feel empowered to adjust the script as necessary, ensuring the conversation remains natural and engaging.

• Adapt to Customer Feedback: Adjust the script based on customer responses and feedback. This can involve emphasizing different features, addressing specific concerns, or shifting the focus of the conversation.
• Incorporate Company Branding: Ensure the language and tone align with the company’s brand voice and values. This helps maintain a consistent customer experience in all interactions.

Complaint Handling And Resolution Scripts

Effective complaint handling is a crucial aspect of customer service. A well-crafted script can help agents navigate challenging situations, de-escalate tensions, and provide solutions that satisfy the customer.

14. Acknowledging The Complaint

The first step in handling a complaint is acknowledging the customer’s concerns. This shows empathy and assures customers that their issue is being taken seriously.

• Agent: “I apologize for any inconvenience, [Customer Name]. I understand how frustrating this must be, and I’m here to help resolve the issue as quickly as possible.”

15. Investigating The Issue

Once the complaint has been acknowledged, the agent should gather all necessary information to understand the problem entirely. This involves asking clarifying questions and confirming details.

• Agent: “Can you please provide more details about the issue? For example, when did this happen, and what specifically went wrong? This will help me find the best solution for you.”

16. Providing A Solution

After understanding the issue, the agent should offer a solution that addresses the customer’s concerns. It’s essential to explain the steps clearly and outline what the customer can expect next.

• Agent: “Thank you for providing the details, [Customer Name]. Based on your shared, we can [describe the solution, e.g., issue a replacement, process a refund, or provide technical support]. I’ll ensure this is handled promptly and keep you updated on the progress.”

17. Offering Compensation Or Alternatives

In cases where the solution involves compensation or alternative options, it’s important to present these positively and ensure they align with the customer’s needs.

• Agent: “As a gesture of goodwill, we’d like to offer you [compensation, e.g., a discount on your next purchase, a free upgrade, etc.]. We hope this helps make up for the inconvenience caused.”

18. Follow-Up And Confirmation

Following up on a complaint resolution is critical to ensure customer satisfaction. This confirms that the issue has been resolved and leaves a positive impression.

• Agent: “Once again, I apologize for the inconvenience, [Customer Name]. We’ve taken the necessary steps to resolve the issue. I’ll follow up with you in a few days to ensure everything is to your satisfaction. Is there anything else I can assist you with today?”

19. Closing The Call

End the call on a positive note, regardless of the outcome. Thank the customer for their patience and offer additional assistance if needed.

• Agent: “Thank you for your patience and understanding, [Customer Name]. We appreciate your business and are here to help if you need anything else. Have a great day!”

Call Center Script Templates For Specific Scenarios

Tailoring call center scripts to specific scenarios is essential for delivering personalized and efficient customer service. This subsection provides templates for various standard and unique situations agents may encounter, ensuring they are well-prepared to handle them effectively.

20. Order And Shipping Inquiries

Customers often call to inquire about the status of their orders or shipping details. A clear and concise script can help provide the necessary information quickly.

• Agent: “Thank you for contacting [Company Name]. My name is [Agent Name]. How can I assist you with your order today?”
• Customer: “I’d like to know the status of my order.”
• Agent: “Certainly! Could you please provide me with your order number or the email address associated with the order? I’ll check the status for you.”

21. Technical Troubleshooting

Technical issues can be complex, and a well-structured script helps guide customers through troubleshooting.

• Agent: “Thank you for contacting [Company Name] ‘s technical support. My name is [Agent Name]. Could you describe the problem you’re facing?”
• Customer: “My device is not connecting to the internet.”
• Agent: “Let’s try a few steps to resolve this. First, please check if your Wi-Fi is turned on and connected to the correct network. If that doesn’t work, we can reset your router.”

22. Billing and Payment Issues

Handling billing inquiries requires accuracy and sensitivity, especially when dealing with discrepancies or late payments.

• Agent: “Hello, [Customer Name]. Thank you for calling [Company Name]. How can I assist you with your billing inquiry?”
• Customer: “I noticed a discrepancy on my bill.”
• Agent: “I’m sorry for any confusion. Let’s review your account details together. Can you please provide your account number or the billing address?”

23. Product Returns and Exchanges

Scripts for product returns and exchanges should clarify the return policy and guide the next steps.

• Agent: “Thank you for contacting [Company Name] regarding a return. How can I help you today?”
• Customer: “I’d like to return an item I purchased.”
• Agent: “I’m sorry to hear that. Could you please provide the order number and reason for the return? We’ll guide you through the return process and discuss any options for exchange or refund.”

24. Customer Retention Offers

When customers desire to cancel or leave, offering retention deals can be an effective way to retain their business.

• Agent: “I understand you’re considering canceling your subscription, [Customer Name]. We value your loyalty and would like to offer you a special discount if you stay with us. Can we discuss how we can better meet your needs?”

Call Center Script Examples For Special Situations

Special situations in call centers require unique approaches and carefully crafted scripts. These scenarios often involve sensitive or complex issues, such as handling emergencies, dealing with high-profile clients, or managing language barriers.

25. Handling Emergencies

Call center agents must remain calm and provide clear instructions when emergencies arise. Scripts for these situations should prioritize customer safety and convey important information quickly.

• Agent: “Thank you for calling [Company Name]. My name is [Agent Name]. Are you in a safe location to talk?”
• Customer: “I’m not sure what’s happening, but there’s a fire alarm going off.”
• Agent: “Please remain calm. Leave the building immediately and follow all safety protocols if it’s safe. Is there anything I can do to assist you further?”

26. High-Profile Client Interactions

Dealing with high-profile clients requires a high level of professionalism and discretion. These scripts should reflect the company’s commitment to providing exceptional service.

• Agent: “Good [morning/afternoon], [Client Name]. This is [Agent Name] from [Company Name]. We highly value your business and are here to assist you with any special requests or needs. How can we serve you today?”

27. Managing Language Barriers

Language barriers can pose challenges in call center interactions. Scripts for these situations should include clear, simple language and options for language assistance if needed.

• Agent: “Hello, thank you for calling [Company Name]. My name is [Agent Name]. Do you need assistance in another language?”
• Customer: “Yes, I need help in Spanish.” Agent: “Por supuesto, permítame transferirlo a un representante que hable español. Por favor, espere un momento.”

28. Dealing With Sensitive Information

Handling sensitive information requires confidentiality and precision. Scripts should ensure that agents follow all protocols for data protection and privacy.

• Agent: “Thank you for contacting [Company Name]. Before we proceed, may I verify some security information to ensure your privacy? Please provide the last four digits of your account number or another verification form.”

29. Escalating to a Supervisor

In some cases, issues may need to be escalated to a supervisor. Agents should be trained on how to handle these transitions smoothly and professionally.

• Agent: “It seems that this issue requires further assistance. I will transfer you to my supervisor, who can help resolve this matter. Please hold for a moment while I connect you.”

30. Handling Requests For Legal Or Policy Information

When customers request legal or policy information, providing accurate and consistent responses is important. Agents should refer to official company documentation and avoid giving personal opinions.

• Agent: “Thank you for your inquiry about our company policies. I’m happy to provide the information you’re looking for. For detailed legal and policy information, please refer to our official website or contact our legal department directly.”

Follow-Up And Feedback Collection Scripts

Following up with customers after an interaction is crucial for maintaining a positive relationship and gathering valuable feedback. Whether after a purchase, a support call, or a service experience, follow-up scripts help ensure customer satisfaction and provide insights for improvement.

31. Post-Purchase Follow-Up

Following up after a customer makes a purchase can enhance their experience and encourage future interactions. This script aims to express gratitude and check on customer satisfaction.

• Agent: “Hello, [Customer Name]. This is [Agent Name] from [Company Name]. We thank you for your recent purchase of [product/service]. How is everything working out for you so far? Is there anything else we can assist you with?”

32. Service Experience Follow-Up

Following up after a service interaction ensures that the customer is satisfied with the service provided and offers an opportunity to address any lingering issues.

• Agent: “Hi [Customer Name], this is [Agent Name] from [Company Name]. We recently provided [specific service]. I wanted to check in and see if everything met your expectations. We strive to offer the best service and would love to hear your feedback.”

33. Customer Satisfaction Survey Invitation

Inviting customers to participate in a satisfaction survey helps gather structured feedback and identify areas for improvement.

• Agent: “Thank you for choosing [Company Name], [Customer Name]. We value your opinion and would appreciate it if you could take a few minutes to complete a short survey about your experience. Your feedback is invaluable in helping us improve our services. Would you like to receive a link to the survey?”

34. Request For Testimonials Or Reviews

Positive testimonials and reviews can significantly influence potential customers. This script encourages satisfied customers to share their experiences publicly.

• Agent: “We’re thrilled that you had a great experience with [product/service], [Customer Name]. Would you consider leaving a review or testimonial if you’re happy with our service? Your feedback helps other customers and supports our business. We can provide a link if you’re interested.”

35. Follow-Up on Unresolved Issues

For unresolved issues, a follow-up call shows that the company is committed to finding a solution and values the customer’s concerns.

• Agent: “Hello, [Customer Name]. This is [Agent Name] from [Company Name]. We wanted to follow up on the issue you reported [specific issue]. We’re still working on a resolution and will keep you updated. Is there anything else we can do for you in the meantime?”

36. Retention Call

If a customer has expressed dissatisfaction or is considering leaving, a follow-up call can offer solutions or incentives to retain them.

• Agent: “Hi [Customer Name], this is [Agent Name] from [Company Name]. We noticed you had some concerns with [specific issue]. We value your business and want to ensure you’re satisfied. Can we discuss how we can better meet your needs or offer a special promotion as a token of appreciation?”

Seasonal And Event-Specific Call Center Scripts

Certain times of the year or specific events require unique call center scripts to address seasonal promotions, holiday inquiries, or special events. This subsection provides examples of scripts tailored for these occasions, helping agents deliver timely and relevant information to customers.

37. Holiday Promotion Scripts

During the holiday season, call centers often handle inquiries related to special promotions, discounts, and gift options. Scripts should highlight these offers and create a sense of urgency.

• Agent: “Hello, [Customer Name], thank you for calling [Company Name]. We’re excited to share our holiday promotions with you! We’re offering [specific discount or offer] on all purchases for a limited time. Would you like to hear more about our special deals?”

38. Black Friday And Cyber Monday Scripts

Black Friday and Cyber Monday are peak sales times. Scripts should focus on informing customers about exclusive online deals and efficiently managing high call volumes.

• Agent: “Thank you for calling [Company Name]. This is [Agent Name]. Our Black Friday sale is in full swing! We have incredible discounts on [specific products]. Can I assist you in finding the best deals?”

39. Event Registration And Information Scripts

Call centers may handle registrations and provide event details when hosting events such as webinars, workshops, or product launches. These scripts should clearly communicate the event’s value and logistics.

• Agent: “Hi [Customer Name], this is [Agent Name] from [Company Name]. We’re thrilled to invite you to our upcoming [event name] on [date]. It’s an excellent opportunity to [highlight key benefits]. Would you like to register, or do you have any questions about the event?”

40. Product Launch And Announcement Scripts

Call centers play a key role in generating excitement and providing information for new product launches. Scripts should focus on the product’s features and benefits.

• Agent: “Hello, [Customer Name], thank you for calling [Company Name]. We’re excited to announce our latest product, [product name], which offers [unique features]. Would you like to learn more about how it can benefit you?”

41. Year-End Summary And Customer Appreciation

At the end of the year, it’s a good practice to thank customers for their loyalty and provide a summary of their interactions or benefits.

• Agent: “Hello, [Customer Name], this is [Agent Name] from [Company Name]. We want to thank you for your loyalty as we wrap up the year. We appreciate your support and look forward to serving you in the coming year. Is there anything we can assist you with today?”

Call Center Script Best Practices

Creating effective call center scripts involves understanding the nuances of customer interactions and tailoring responses to various scenarios. Here are some key call center script best practices that can enhance the effectiveness of your scripts and improve overall customer satisfaction:

1. Personalization And Empathy

Personalizing interactions is crucial in making customers feel valued. Addressing them by name and acknowledging their concerns can create a positive experience. A good call center script template should include spaces for personal details and prompts for showing empathy.

For example, instead of a generic greeting, a call center script sample might say, “Hello [Customer Name], I understand you’re experiencing [specific issue]. Let’s see how we can resolve this together.”

2. Conciseness And Clarity

Clarity is key in communication, especially in a call center environment. Scripts should be concise and straightforward, avoiding jargon or overly complex language.

This ensures that customers can easily understand the information being conveyed. Effective call center script examples often feature short, direct sentences and avoid unnecessary filler words.

3. Active Listening And Engagement

Active listening involves hearing, understanding, and responding to customers’ needs. Call center agents should be trained to listen actively and use the information provided to tailor their responses. This can be reflected in a call center script template with prompts for clarifying questions and confirming the customer’s issue.

4. Flexibility And Adaptability

While scripts provide a framework, agents should be trained to adapt them based on the conversation flow. A rigid script can come off as robotic, whereas a flexible approach allows agents to handle unique situations more effectively. Including multiple call center script samples in training can help agents practice adapting their responses.

5. Positive Language And Tone

Using positive language can significantly influence the outcome of a call. Even when delivering bad news or handling complaints, framing responses positively can make a significant difference.

For instance, instead of saying, “We can’t do that,” a call center script example might use, “What we can do is…” This approach focuses on solutions rather than limitations.

6. Consistent Branding And Messaging

Maintaining consistency in branding and messaging across all customer interactions is vital. Call center scripts should align with the company’s overall tone and values. This ensures that every customer receives a consistent experience, regardless of who they speak with.

7. Training And Continuous Improvement

Regular training and updates to call center scripts are essential for staying relevant and effective. As products, services, and customer expectations evolve, so should the scripts. Encourage feedback from agents to refine scripts and incorporate real-world experiences.

Conclusion About Call Center Script Examples

In today’s fast-paced business environment, call center scripts are essential for ensuring consistent and effective customer interactions. Whether handling sales, support, or special situations, well-crafted scripts can significantly enhance the customer experience and drive business success.

At GearInc, we specialize in tailor-fit BPO services that help businesses shift gears and accelerate growth. With a proven track record of exceptional call center support , we ensure every customer interaction is handled excellently.

Ready to transform your customer service experience? Contact GearInc today and drive your business forward.

Frequently Asked Questions About Scripts For Call Centers

What is a customer service script.

A customer service script is a pre-written guide call center agents use to ensure consistent and effective communication with customers. It helps handle inquiries, resolve issues, and provide information.

Why Do Call Center Agents Use Scripts?

Call center agents use scripts to maintain consistency in communication, ensure accuracy in information delivery, and enhance the overall customer experience. Scripts provide a framework for handling different scenarios professionally.

How Can Customer Service Teams Benefit From Scripts?

Scripts benefit customer service teams by providing a structured approach to interactions, reducing the likelihood of errors, and improving efficiency. Scripts also help train new agents and maintain a consistent brand voice.

What Should Be Included In A Customer Service Script?

A customer service script should include a greeting, verification process, issue identification, solution steps, and closing. It may also contain responses to common questions and objections.

How Can A Customer Service Agent Personalize A Script?

A customer service agent can personalize a script by using the customer’s name, acknowledging specific details of their situation, and adjusting their tone based on their emotions. This approach makes the interaction feel more genuine.

Are Customer Service Scripts Always Necessary?

While not always necessary, customer service scripts are valuable tools for ensuring quality and consistency, especially in high-volume call centers. They serve as a helpful guide but can be adapted to fit the flow of the conversation.

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Know these best practices for call center management in 2024.

• August 30, 2024
• 6 mins read

Table of Content

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Today’s customer expectations are high, so you need to provide quick and comprehensive solutions. Call centers play a vital role in delivering these solutions over the phone. They are the front line of client interaction. 

So, effective call center management is crucial to delivering exceptional customer experiences. Managing a call center involves technology utilization, planning workforce, and HR operations. 

In this article, we list the best call center management strategies that transform the way organizations handle their call center processes. 

Call center management is the way businesses handle their call center operations, like agent training, work shift scheduling, hiring new staff, forecasting customer interactions, and monitoring performance.

Managing these operations ensures a seamless engagement between the business and customers.

The call center manager is responsible for ensuring smooth operations and guiding the team to deliver satisfactory service to customers.

Here are the main responsibilities of a call center manager:

» Define clear goals for call center agents and ensure they align with the business objectives

» Provide coaching and training sessions to improve agents’ performance

» Work with other departments to improve customer experience

» Allocate budget and resources optimally for cost-effective and efficient operations 

» Monitor and evaluate important call center KPIs and metrics for the business

Important Skills to Have for a Call Center Manager

To successfully lead a team of call center agents, you’ll need to have a specific skill set. Knowing what business skills you need and developing them helps you become a better manager. Here are the four essential skills of a call center manager.

⇒ Leadership: The call center manager should lead the team with an example to achieve the organization’s goals. They should direct the agents to achieve high efficiency, offer better experiences, and solve complex queries.

⇒ Stay Updated: A call center manager should stay updated on the latest trends and technologies in the industry. This helps your organization stay competitive in the market and provide exceptional customer service.

⇒ Efficient Communication: The manager should communicate goals, policies, and call center guidelines clearly to the team.

⇒ Emotional Intelligence: Emotional intelligence is a way to understand and balance emotions in a call center. The empathy and positive emotions a manager fosters in a call center environment are passed on to customers, resulting in a peaceful customer experience.

A call center is the primary communication platform between customers and the company. So, effective call center management is crucial for enhancing the customer experience. Here are the best strategies to manage call centers optimally. 

1. Hire Top Talents

First things first, the agents should be knowledgeable and skilled. They should be able to quickly adapt to company policies and start handling real-world cases. It’s good to consider hiring agents with prior experience, good customer-handling skills, and listening abilities.

Experienced agents require less training, become long-term assets, and help deliver premium customer experiences so that you can achieve your business goals faster.

2. Provide Comprehensive Agent Training

The new hires might be familiar with contact center operations and tools, but they also need to understand your company’s services or products and audience base.

Provide the agents with the necessary resources and time to get used to your company routine. Train them practically under a senior and let them observe the entire lifecycle of customer interactions. This hands-on experience prepares them for any challenges in the future.

Ubers triumph in enhancing connectivity for 2 Million daily calls powering uninterrupted journeys with Exotel

3. use positive language.

Saying, “It’s not our fault,” is easy, but it won’t make your customer feel good about your brand. 

Try to handle such situations in a positive way without making the customers feel helpless. You can troubleshoot the issue and ask them to reach out to a specific call center, technician, or service store. 

Agents can also incorporate positivity and humanity in their regular conversations. For example, instead of saying, “be on hold for 5 min,” say, “Could you please hold for five minutes? We need to transfer this call to an expert.” This makes the end customers feel more valued and can impact the branding in the long term.

4. Leverage Advanced Technologies like AI

Modern call centers can be efficiently managed using the latest technologies like AI and ML, which can help speed up operations, automate tasks, and more. For example, you can use AI-powered IVR tools to offer 24×7 availability and instant responses to customer queries. 

Conversational AI is a subfield of artificial intelligence that understands the intent behind text inputs and responds naturally, much like a human. Call center tools can leverage this technology combined with deep learning and large language models (LLMs) to deliver personalized experiences to customers.  

5. Make the Knowledge Base Easily Accessible

The agents should be able to access the required information, FAQs, product documentation, and guides easily during conversations. Having a centralized database can help them provide customers with fast, accurate answers.

Further, you can also consider adding search tools or features that help agents find the required information with minimum effort.

6. Use Call Monitoring Tools

Call monitoring tools automatically score agents based on certain metrics and evaluate each conversation. They help find calls with poor metrics for customer experience so that you don’t have to do it manually.

Using call monitoring tools, you can analyze the calls, provide personalized training to each agent and improve their weak areas. 

7. Implement Call Routing

Call routing helps automatically assign incoming calls to available customer service agents based on various factors. This helps the call center handle sudden increases in call volumes, reduce customer wait time, and minimize call drops. 

8. Reward Agents & Offer Incentives 

Incentives keep your team motivated to make that extra effort needed to reach the targets. You can offer incentives to agents to reach certain KPIs and goals, which can ultimately help reach an organization’s goal.

Incentives can include cash bonuses, travel programs, and extra time off.

9. Define Goals & KPIs

Based on your business goal, define agent-specific performance goals and KPIs. This will help them self-evaluate their performance and achieve the targets. Goals can also keep the team motivated and feel purposeful with their work. 

You can define KPI thresholds for the agents to achieve, which can also help maintain operational efficiency. For e.g., maximum average response time, minimum customer satisfaction score, etc.

10. Collect Customer Feedback & Conduct Surveys

The key to successful contact center management is to improve it over time based on customer feedback. You can use the IVR menu after conversations or make an outbound call to collect customer satisfaction feedback. 

The feedback forms typically include questions about customer experience, satisfaction with solutions, and response speed.

While high-level call center operations may seem efficient, it is crucial to track KPIs for an in-depth understanding of your call center’s performance. They also help you spot the root causes of issues, enabling you to address and fix them effectively. 

Transform the way you engage with your customers

Now that you know the tips, strategies, and skills you need to manage a call center effectively. You may divide your call center operations into hiring, technology, and employee empowerment sections, implementing the relevant strategies in each area. This way, you can easily manage them and not miss out on call center management best practices.

If you need call center management software that helps you with implementing the above strategies, Exotel is the perfect solution. Book a meeting now to learn more about how it can help you manage call center operations effectively.

1. What is People Management in a Call Center?

People management in a call center refers to guiding agents who take customer calls. The process ensures the team operates efficiently. 

2. What is the Objective of Call Center Management?

The primary objective of call center management is to ensure smooth operations, improve overall efficiency, and deliver a satisfactory customer experience. The aim is to minimize downtime and deliver quick, accurate resolutions to customers.

3. What is the Best Management Style for a Call Center?

Some of the best tips for effective call center management include motivating employees to reach goals, mentoring agents to improve skills, optimizing bandwidth allocation, and rewarding employees for their achievements. 

4. How to be a Successful Call Center Manager?

A successful call center manager should have good communication skills, emotional intelligence, leadership qualities, and workforce management abilities.  

Shambhavi Sinha

Shambhavi Sinha is an SEO expert at Exotel with a passion for writing about technology. With a keen interest in the latest trends in contact centers and artificial intelligence, Shambhavi aims to empower users by sharing insightful and up-to-date knowledge. Her expertise in SEO and her dedication to educating her audience make her a valuable resource for anyone looking to stay informed about the evolving landscape of tech in customer service and beyond.

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