Problem solve Get help with specific problems with your technologies, process and projects.

Building a call center: Where do I start?

Expert Lori Bocklund gives advice on building out a call center for a small business.

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.
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.

This was last published in November 2007

Dig Deeper on Call center manager

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Start the conversation

Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.