According to studies conducted in Russia, companies that do not have their own hotline lose up to 40% of incoming calls. However, developing your business, only large companies can afford to open a call center, because this requires certain funds.
That is why opening your own call center can be a promising idea, which in the near future can bring you good income.
Where to begin?
Of course, you can create a small home call center and work without registration. However, if you want to work with serious, reliable organizations, then you cannot do without it. You can get a certificate of registration of a new legal entity or register as an individual entrepreneur. It should be borne in mind that IP has the ability to pay taxes on a simplified system (USN).
Room and equipment
If you plan to rent an office, it is important to ensure that the premises comply with all sanitary standards. It is not profitable to equip a separate office for each employee - it is better to divide the space into separate working areas using special partitions.
How to open a call center? One of the most important moments for a novice entrepreneur is the purchase of the necessary equipment. First of all, you will need a separate telephone line starting at 8-800. It may be necessary to additionally select a separate line with an ordinary city number. Be sure to have high-speed Internet: without it, it is almost impossible to fully advise clients.
In addition, you will need computers and specialized software. The choice of software should be given special attention: applications should register and record both incoming and outgoing calls, as well as automatically distribute them. An important condition is the presence of a voice menu. At the same time, care should be taken about the storage location of the records.
Staff
The specifics of the industry are such that, being interested in how to open a call center, you should immediately be ready for a huge staff turnover. Employees of such organizations do not linger - you can never keep a specialist by offering him a high salary and good working conditions. It is better to develop a scheme for the quick and effective training of new employees, so as to always be able to train new recruits.
Customer search
When preparing a business plan for a call center, you should immediately think about where and how you will look for new customers. One of the most effective ways of advertising are considered cold calls. That is, your employees themselves call potential customers (various companies and organizations) and offer the services of your call center.
You can also make offer and send it by email. Representatives of small and medium-sized businesses will be happy to contact you, as it is unprofitable for them to open a call center exclusively for their needs.
Financial plan
In fact, you already know how to open a call center. To start working in this area, you will not need large investments. Most expensive will be the purchase of professional switching equipment. You should not save on equipment: constant breakdowns of low-quality low-cost equipment will force you to spend huge amounts of money on its repair and suffer losses due to downtime.
Serving more or less large companies and organizations will require up to 10-15 operators working simultaneously, and therefore it is worth immediately equipping from 20 jobs or more.For a small call center, this will be enough, while in large companies of this type the number of employees can reach several hundred.
According to experts, 500 thousand rubles are enough to open a small call-center.
Compared to other types of business, the profitability in this area is quite high and can reach 20-30%. This means that you can quickly recover the invested funds, and then develop and expand your business at the expense of the proceeds.
Some other business features
What else do you need to remember for those who are interested in how to open a call center? First, keep in mind that summary reports almost never reflect the actual results of the organization’s work, so you need to analyze them with great care. Even half-hour reports can provide you with average information about the activity of employees, but not about the effectiveness of the work process.
Secondly, always try to keep a spare staff in addition to the main staff. This will allow you to always be sure that calendar plan It will be 100% fulfilled, even if one of the specialists becomes ill, quits, or fails to start fulfilling his duties for some other reasons.
It is advisable to immediately think over the list of services that you will provide, and expand it in the future. This will keep afloat even in the face of fierce competition. In addition to processing incoming calls and outgoing calls, this can be telemarketing or telephone sales.
