The Basics of Setting Up a Call Center Business 69

The Basics of Setting Up a Call Center Business

The following article is a guest post.

In recent years, call center services have become more diverse. These days, there are a variety of services clients can choose—from telemarketing and business to business sales to, conducting customer surveys and answering customer inquiries. Those who want to get into this business can even hire consultant services to assist with the process of buying or establishing a call center business.

If you’re looking to set up or to buy a call center business of your own, you should take a look at these important tips before getting starting.

Decide if you want inbound or outbound calls.

There are two types of call centers: inbound and outbound.

Inbound call centers are used mainly for supporting an existing customer base. In this type of call center, agents can help address any questions or concerns about a company’s products or services. Depending on the account that they handle, call centers can do customer care functions and take calls addressing various inquiries.

The second type of call centers focuses on outbound calls. The most popular type of outbound calls are telemarketing services, which is especially important when a business needs to generate a consumer base. Cold calls, customer surveys, and sales pitches are some of the functions that can be done.

When buying a call center, decide on the type of service you need. If you want sales generation, the call center should focus on outbound calls. But if you want a call center with a more customer-service approach, you should consider an inbound call center instead.

Decide if you need office-based or work-at-home agents.

Depending on the volume of calls you’ll make or receive, you need to decide between office-based or home-based agents. Each type has its own advantages.

Office-based agents are more suited for inbound call center inquiries.

Hiring these agents can be more appropriate if you want to cater to companies that are reachable through hotlines, especially if you’re targeting large businesses. Certain examples of these companies include cellular network providers and retailers.

If you also need a service that’s available 24/7, it’s advisable to hire office-based agents. This is because you’re more likely to receive hundreds, if not thousands of calls per day.

These agents have the advantage of having reliable equipment to take the calls, but only if you can acquire and maintain the needed equipment. This can include recording equipment and computers to assist the agents with looking up relevant information to address client concerns.

On the other hand, home-based agents could be better if you need people who are available for certain hours of the day. In fact, this is a growing trend in places like the US, where the home-based agent pool is expected to total 160,000 by 2017.

Tasks like online tutoring and generating sales leads are well suited for these home-based positions that do outbound calls.

Consider the equipment you need.

Phones, headsets and even computers are some of the basic equipment call centers need.

Depending on your business, you may also need to invest in software to record voice calls. This is needed mostly for companies that handle inbound calls, because it’s important to keep track of customers’ concerns if you need to go over them later.

Other necessities include voice over internet protocol (VoIP) equipment, which allows calls to be made over the internet instead of traditional lines. This makes it easier to record calls and monitor them, especially if you have to evaluate whether or not your customers’ concerns are being addressed properly.

These three factors are some of the crucial ones that you need to consider when buying or setting up your call center business.

It’s the same with building any business. After all, you need to determine the type of clients you need to cater to and how large you want your company to be. Depending on your capital, you could purchase large office-based call centers with agents that can handle inbound calls for customer care or a small number of home-based agents that can work with a basic internet connection.

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Data Is Important to Your Business’s Operations: Keep It as Safe as It Is Accessible 4

The Secret to Designing Perfect Landing Pages

Computers have been able to move files between one another since the technology’s very early days. The first File Transfer Protocol (FTP) technology emerged in 1971. Back then, network administrators only needed to move data from one place to the next; security was not an issue. Furthermore, since the computers were probably in the same room, the data did not have very far to go.

Today, there are many ways to move data efficiently and safely over long distances. MOVEit by ipswitch is a good example. It’s very robust yet also very easy to use. It also has a number of audit trail and compliance features that really make it a useful program.

How do you know for sure whether Moveit or some other program is the right one for your business?

What is Secure File Transfer?

FTP still works very well when there is absolutely no need for security, but these instances are few and far between. Some of today’s most popular file transfer options are:

  • Secure File Transfer Protocol: As the name implies, SFTP is FTP plus encryption. The combination is very fast and prevents network eavesdropping. SCP (Secure Copy) is a closely related protocol.
  • Managed File Transfer: MFT is a much more complex option. In addition to file security, it adds a variety of audit, management, reliability, and other features.
  • Email Encryption: Instead of transferring the file as an attachment, a secure email sends a link. Then, the recipient can download the document from a secure site. Moreover, email encryption enables users to send very large files with little drama.
  • Hosting: Originally, file hosting services supported document collaboration and nothing else. Lately, security features have emerged as well, making network hosting a viable secure file transfer option.

All these methods rely on access control. Typically, that involves a username and password. Depending on the organization’s needs, the access control can be much tighter. Usually, this process involves an Identity and Access Management (IAM) system.

Some File Transfer Features

In its most basic form, secure file transfer relies on command line interfaces. This system is automated and not designed for user interface, so there are very few additional features. On the other hand, command line interfaces are very low-cost and allow organizations to maintain control over file security even if they use cloud providers.

SFTP is still the best option for most businesses, but SFTP by itself often falls short. Consider adding additional features like:

  • Auditing: Sometimes, auditing functions are available as an add-on. But organizations that also have compliance issues in this area, such as those that handle Personal Identifying Information (PII), may be better off with MFT.
  • Scheduling: This need is not as common but it’s still out there. Sometimes, users need to send documents at certain times of the day, usually to avoid bandwidth conflicts. Customers with scheduling needs almost always need MFT, because its systems are very robust.
  • Indirect Transfer: Only MFT allows users to send documents to an intermediary server when then forwards them to the recipients. The user and recipient are isolated from each other, and such transfers are easier to track.

Consider the options carefully before making a decision. Then, go with an established provider who stands by its products.