Call Centre 101: What is it and how to set it up.

Customer Service is a pivotal part of any business whether it be large corporations or even small enterprises

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Customer Service is a pivotal part of any business whether it be large corporations or even small enterprises, this is why you want your call centre to be top-notch from the get-go. Whether you insource or outsource your telecommunications, call centres may improve your revenue and increase customer satisfaction instantly. Wondering how you can up your revenue and customer satisfaction with a call centre? We share our tips on how to set one up.

What is a Call Centre?

A call centre is a centralised office used for receiving or transmitting a large volume of enquiries. This is usually by telephone from both new and existing customers. Call centres traditionally offer customer support, handle queries, perform telemarketing, conduct market research and so much more. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Whereas outbound call centres are operated for telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent or critical needs such as blood banks. However, gone are the days of a call centre simple making and receiving calls. In the modern age, the call centre must also be able to handle different channels of communication including IM, Social Media and many more. TRUENAV offers advanced Omnichannel solutions like XCally Motion that allow you to bring your call centre into the modern age. This is done by enabling the incorporation of different communication channels into a singular agent experience.

How to Set Up a Call Centre

Planning is key to the success

Planning is key to the success of every endeavour and the road to improving your business’s telecommunications is no different. First, begin by making your objectives clear. Having a defined goal will help you understand your needs. Secondly, it is imperative that you map the parameters of this new endeavour. Some things to consider includes; the size of your business, your short-term and long-term goals, the number of agents in your business. This is also important for getting resources like office equipment, size of the workplace and most importantly, what kind of telecoms products and services you need in order to have a call centre.

Telecoms Services

In order to have a successful call centre agency, it is important to partner up with a telecommunications provider that will understand your needs. Ensuring you have a telecommunications provider that has experience in this industry vertical is key to the success of the deployment. uThetha Telecoms has over two decades of experience in IT and telecoms and offers professional business telecoms solutions and equipment.

Solution Architecture and Consulting

This is where mapping the parameters of your call centre is important. At this stage, it is imperative to gather your numbers and objectives in order to gain the proper telecommunication architecture that will allow your business to prosper. At TRUENAV, we offer solution architecture and consulting phases before the implementation process. This ensures that you get the best telecommunication services tailor-made to your business or organisation specific needs and budget. This approach enables us to assist your organisation in order to devise a comprehensive telecommunications strategy that is aligned with your brand’s objectives and business goals, and we do so in a product- and technology-agnostic manner. Ensuring the correct infrastructure and connectivity is in place is key to the call centre’s ability to perform optimally. No call centre is able to run properly and be profitable with bad quality calls.

Client Training

If you’re unsure about handling our comprehensive system, have no fear because we equip you to use your advanced system to its full potential beforehand. This allows the call centre to maximise the capability of your investment.

Maintenance & Support

With TRUENAV, you can have the peace of mind that you have a team behind you for any technical assistance or maintenance that is required. We offer world-class technical support and employ a team of skilled and certified technical resources to provide technical support. All support requests automatically log and track via our advanced ticketing system for your convenience. This ensures constant communication. We also hold sufficient backup stock to ensure that we can respond to technical faults within our contractual SLAs. Ready to start? Contact us today and we’ll issue a free quote.


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