• Call Center Business Plan

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Call Center Business Plan

Call center business plan helps the entrepreneur to understand, to visualize, to plan and to identify risks even before making any investments in the business. Preparing a business plan involves detailed research so that all the aspects of the given business is evaluated and appropriate decisions are made. As the importance of customer service is realized among the companies to stand out from the competitors, the call centre industry had seen a tremendous growth in recent years. All the companies cannot afford for their own call centre and it is not cost effective also, if its customer base is not much greater in size. But at the same time they cannot afford to lose the market due to ineffective customer service. So there comes the third party call centres into play. In developed markets like US outsourcing the customer service to developing nations is only a fraction of its cost. The initial cost involved in starting the call centre business are license and permits, rent and utilities, hiring expenses, equipment, accounting, working capital and marketing expenses.

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All organizations are made up of group of capabilities that are coming from People, Processes and Systems. These capabilities are working together in a seamless manner to deliver the requisite capabilities to the customer. The various capabilities that need to be addressed in a export business plan are given below:


Number of people required will vary directly on the size of the business operations. The various people involved in the call centre are agents, team leads, managers, senior management and the top management like CEO or Managing Director and Advisors.


The major processes in call centre are like account management, operations, financial management, human resource management, Performance management, quality assurance and growth plans.


The important systems or the assets for a call centre are robust technology and well trained staffs. The basic systems are computer, headset, internet connection, Customer Relationship Management, communication tools, Automatic Call Distribution software, Brower based software, Call recording, call monitoring, remote access software, workforce management tools, Feedback or post contact customer survey systems.

Most of the businesses have professional bodies across the globe and being associated with these organizations tremendously helps in understanding the current trends in business. Some of the professional bodies are listed below for your reference:

National Association of Call Centers (NACC)
100 South 22nd Avenue Hattiesburg MS 39401

Call Centre Management Association
20-22 Bedford Row London WC1R 4JS

National Hairdressers Federation
One Abbey Court, Fraser Road, Priory Business Park, Bedford MK44 3WH

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