
	Home > Ask the CRM / Call Center Experts > Call center software and metrics Questions & Answers > Building a call center: Where do I start?

Ask The CRM Expert: Questions & Answers

EMAIL THIS

Building a call center: Where do I start?

EXPERT RESPONSE FROM: Lori Bocklund

		Pose a Question

		Other CRM Categories

		Meet all CRM Experts
		Become an Expert for this site

Digg This!

StumbleUpon

Del.icio.us

QUESTION POSED ON: 25 November 2007
What are some best practices for building out an inbound/outbound call center for a small business? I am looking for resources that define a planning schedule, review technology options and cover do's and don'ts. I also want to consider newer Software as a Service (SaaS) offerings.

Digg This!

StumbleUpon

Del.icio.us

RELATED CONTENT

	Call center software and metrics
	How to conduct successful IVR surveys
	Does hot seating in the call center affect agent morale?
	What custom WFM reports should we have developed for our new system?
	Call center benchmarks for a small call center
	Forecasting call volume for a customer service call center
	Nine necessary call center functions and technology for inbound call centers
	What is an acceptable amount of call center break time?
	Tips for calculating maximum occupancy in the call center
	Developing a call center metrics strategy to reward call center agent performance
	Using call center quality metrics to measure email, chat and phone interactions

Call center manager

Tracking the online customer experience after a website redesign

Managing customer conversations in the call center

Workforce management software product directory

Call center interaction dos and don'ts

FAQ: Making call center technology decisions

Five call center sales tips and techniques

Call center video: PlumChoice uses Aspect workforce management system

Call center workforce management software the choice for PlumChoice

Pros and cons of using a pay-per-call service in the call center

Is now the time for contact center spending?

Call center manager Research

RELATED RESOURCES

2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems

Search Bitpipe.com for the latest white papers and business webcasts

Whatis.com, the online computer dictionary

Building out a new call center is no small task, and not easily addressed in a simple Q&A exchange. However, I can point you to a good resource. Visit Centerserve to get a toolkit on call center planning and design.

Decisions on SaaS are part of your strategy up front – a critical step that can make or break the success of the rest of your project. You will need to analyze whether or not SaaS is a fit for your business goals and then adjust your planning accordingly.

Search and Browse the Expert Answer Center
Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.

Browse our Expert Advice
Operating Systems IT Management Networking Database	Security Servers and Storage Applications and Development Career Center

Expert CRM Reviews
CRM Webcasts
Sales force CRM

Find the right CRM solution according to your unique needs.

SEARCH

TechTarget provides technology professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective purchase decisions and managing their organizations' technology projects - with its network of technology-specific websites, events and online magazines.


TechTarget Corporate Web Site \| Media Kits \| Site Map All Rights Reserved, Copyright 2000 - 2009, TechTarget \| Read our Privacy Policy