Setting up a Call Centre

Managing sales centers requires getting down to the smallest details and managing correctly the client’s life recycle in order to maintain them as an active client for a long time.
We’re establishing sales centers that address the local & international markets, which is of course an entire doctrine, but it mainly focuses on the next components:

Managing the workers correctly

Building a successful (hotshots) sales team

Documenting and analyzing sale talks

Building conversation scripts

Creating a guidance & initiation courses

Building a sales alignment that includes: salesmen and client files managers

Supplying high quality leads

Building a pricing package

And of course – high exchange percentage

The moment all of those will exist, you could manage an efficient sales center that addresses local & international markets.

How do you efficiently manage a Call centre? Here’s 10 main points for that:

• Focus on keeping your employees satisfied. Workers want to feel as if they’re doing something meaningful. Treat them with respect and pay attention to their ideas.
• Form a high quality call centre and listen to the calls/conversations of your workers in order to analyze the sales talk.
  You will be amazed how much you’re going to learn about the difference between the theory that is being taught in the training to what is actually happening on the surface.
• Execute an analyzation & monitoring of the quality of the service and abandonment rate. It is to know what is the expected level of service from your company and make sure it merges/combined with the abilities of the centre. If it doesn’t combine, make changes as soon as possible because if not, many customers going to abandon your company services and you will face high costs that you will have to return.
• Supply incentives for your workers and reward them based on their performances.
  Make sure there is a balance between quality and swiftness in order to reach an efficient managing of your call centre. Verify the index your workers are rewarded on, linked directly to the perimeters you are measured as centre manager.
• Explain to your workers in the correct way the work plan you are expecting from them. The clearer you are, you will avoid uncertainty that will cause misunderstanding.
• Implement a CRM. A right customer relationship management will save you many costs, and will help you to analyze the business transaction rate meanwhile keeping an emphasis on worthwhile clients, high demand products and making right business development decisions.
• Manage the workers time correctly. It means to time their recesses, making sure no calls are being missed, guiding between rush hours and most importantly – don’t let them feel the stress.
• Prepare for personnel turnover. A call centre is a place of relatively high personnel turnover because the sales field isn’t for everyone and it could erode certain people.
• Reveal the centre data to the workers, as it’s for showing the ones who excel and made the most money or the ones who improved in that month. Make sure for at least weekly & monthly meetings and show readiness to help the representatives in time of need.

Before you start any business/project we will have to write an organized business plan that will constitute for us a prediction before making different business acts.
This plan is also called “the execute plan” and being used for setting strategy, checking profitability of those actions – cost vs profit. A successful business plan starts with setting objectives and and what we are aiming for – what do we want to achieve? Needs to be detailed with all the ways to reach those objectives we set up to ourselves.  In the past, business plan constituted of a 5 years business forecast, meaning planning the next 5 years ahead but today, the world has changed in a high and dynamic speed that we must build a business plan for the upcoming year.
Before we start to run, let’s focus on the current market and certain tendencies that can highly influence the worthwhileness of the project even before it’s being created.