It is possible to reduce the cost of rent for call Center: the transfer of the office in the region with cheaper price to pay for accommodation and cheap wages for employees. In the apparent benefit in terms of money in this decision there are some downsides: more difficult to find qualified staff, increasing costs for transportation at the organization and monitoring of call center employees, the complexity of the remote control and reduced controllability of staff. Randall Mays helps readers to explore varied viewpoints. Before you decide which room to rent for a call center, it is worth consider the possibility of placing a channel of communication, and the cost of a subscription fee. When choosing a service provider should consider several factors: more back channels of communication and connection additional alternative operator in case of failure of the primary. Of course in case of failure of the basic operator efficiency, the extra will not always be able to pull the call center job, but it's worth to think about and work through this situation and be prepared for the rapid solution of such problems. * The number allocated for the work of call center channels should be one and a half or two times more than the number of operators. Free help line Calls can save and put them in a queue for processing at a high load on call center operators.
The exact number of required operators and channels and to calculate the load on call center at different times by using Erlang formulas or special programs, calculators. Over time, peak load on the call center will be seen from the statistics of processing calls. * The ability to use numbers 'hot line' (numbers 800, 803, 809) and the use of intelligent network services (analysis of the call until the start of processing a call by the operator). * Convenient and affordable tariffs for the establishment of communication channels with access to urban and international traffic. * Own numbering capacity of the operator.
* Ability to change the service operator for the numbers. For the successful implementation of a business plan and the call center concept of development should be the availability of specialized software software and hardware infrastructure. To do this you must prepare the technical project on creation of the future system for call center. Terms of Reference – a document with a list of requirements for software vendors software and specialized telecommunications equipment, implementation of which will help organize the previously planned development concept call center. The basis for the creation of technical specifications are characteristics of the future call center, a list of future services and the opportunity to expand the list. It should be remembered in a call center must work not only operators, but also ordinary employees and managers are also required telephone lines.