Throughout the world, businesses of all types depend on call centers to deal with the huge number of telephone calls, both inbound and outbound, that they make and receive from their actual and potential customers. They want to make sure that every single person feels valued by their company, but that can be incredibly difficult if they only have limited facilities. That means that they will often outsource that work to a call center company – but that call center doesn’t need to exist within an office. Instead, there has been a huge rise in the number of virtual call centers, where people work from home and the calls are re-directed to them through their working day. So how to start a virtual call center of your own?
Get Organized and Create a Business Plan
This is an incredibly easy way to manage your own hours, and spend the most time possible with your family – but then, setting up a virtual call center sounds pretty complicated, right? Not necessarily, it just takes a smart strategy and some hard work. The first thing that you will need to do is create a business plan. Just about any industry can use a virtual call center to generate leads. For example, Flawless Pools & Spas is a pool company that could generate leads by cold calling homeowners with pools in the neighborhoods they target. Within this business plan you need to have figures on how much it will cost you to start up, including any staffing costs and new tax limits, where you are going to get that money from, and what business objectives you have for the next year, month by month. This may seem laborious, but a good planning stage always ensures success.
You will have to be honest with yourself: make conservative estimates for your profits, so that you can ensure that you can definitely afford to employ the number of people that you are thinking of. You also need to consider, if you need extra funds to start off, where you are going to get that money from. Some people check with a financial planner in order to get their head around things, and that may be useful for you.
Now, you need to think about exactly where your virtual call center is going to be and how big your staff will initially be. It is all very well to say that you are going to work from home, but where? Is there a spare bedroom that you can use as an office, or a quiet spot in the house where no one really goes? You need to be sure that you are not going to be disturbed continuously, because your customers are going to want no background noises to distract them from listening to your advice. If you decide to lease a small amount of office space locally, then you may need to re-examine your business plan and how you are going to afford it. Since your staff will be working from home, you won’t have to factor in personal work space for them.
Choosing the right Virtual Call Center Software
The next key step to starting up your virtual call center is to choose your software program. With EVS7, we offer comprehensive, cost effective software called the Parrot Predictive Dialer and Cloud Call Center which is an affordable rolling month package – no contract, and no complicated fees. With telemarketing software like the Parrot, you’ll be able to have your agents log in from anywhere in the world with just a computer and a headset. As a manager, you can take control virtually and upload lists to create call center campaigns. Reports and statistics will be available to measure how your team performs. You and your staff can also record any calls to protect yourself and your clients.
And last, but by no means least, it is time to get clients! There are tons of ways to do this, from joining the Call Center Network Group, to ringing up companies offering your services. You could even offer new sign ups a special offer to make them interested, and offer them referral rewards if they help you gain new customers. Before you know it, you have started your very own virtual call center! Want to know about the software required to power one? Take a look at the Definitive Guide to Call Center Management Software that’s full of useful information and quite an easy read!