The first step in establishing a successful call center is writing a comprehensive business strategy. It provides a rationale for the contact center, its goals, benefits, and expenses, and a rough breakdown of its constituent parts.
If you want to start a call center inside your own company for customer service, sales, or both, the target audience for your business plan is going to be the people already working there.
If, on the other hand, you’re hoping to launch a brand-new outsourced contact center, your call center business plan may instead be written to attract the attention of investors who can provide the capital you’ll need to get the firm off the ground.
The Importance of Goal-Setting
Describe the contact center’s goals and mission as the first section of your business proposal. In order to get the attention of your investors quickly, it’s important to emphasize your major points in clear language. It’s possible that just listing your ideas in bullet points in a logical order can do the trick here.
For a service company, some additional straightforward goals you can wish to base your contact center business strategy on include:
- Increasing Profits
- Boosting Satisfaction Among Customers
- Generating Ad Campaigns
- Elevating New Product Technical Assistance
- Promoting Development
These are just a few simple samples that may be developed into worthwhile goals. However, they may vary greatly from those used in a retail or outsourced customer service environment.
Benefits should be mentioned.
Explain how a new call center will help your business. In this part, you should detail all the ways in which your new call center will help your business. Reiterating your “headline” goals here might assist swaying your stakeholders, but you should also discuss some of the additional advantages that a contact center could provide. When developing a corporate strategy, it’s easy to miss some of the following benefits:
- More information about your clientele may be gleaned from call logs and other sources of data.
- Efforts to better serve customers throughout time (with the right team)
- Extra hours of operation
- Enhancement of Your Company’s Reputation
- This will free up the time of those whose job it is to accept calls at the company.
Identifying who will manage the contact center’s rollout, provide advice and resolve issues is a prerequisite to focusing on things like hiring agents, deciding where to set up shop, and choosing the right technology. To whom will the project’s steering committee report? Plans are often developed in a “project mode,” with the goal of achieving a specified outcome within a certain time frame and cost constraint. This is the incorrect mentality.
Perspectives on the Customer Experience
Asking, “From the customer’s standpoint, how will our service be perceived?” is crucial when designing a new contact center. This is especially crucial if one of your goals is to grow income by providing outstanding service, since you will need to emphasize the steps you plan to take to reach that goal.
Putting Your Name On It: Marketing Your Location
When proposing the establishment of a conventional, brick-and-mortar contact center, it is common practice to provide a range of three or four potential sites and specify that each one would incur expenses in the range x, y, and z. Your proposed solutions will have to account for factors like the accessibility of enough resources. Do you want to be near rival businesses from whom you may snag talented employees? Or are you trying to avoid companies who could try to recruit away your best employees?
You should also consider things like the cost of living, the cost of renting an office space, the availability of grants, and so on.