The call center industry is seeing a huge change – a huge sector of the business is now starting to become based at home (or home-shored, as industry jargon calls it). People who have adequate knowledge and skills in managing calls can set up their own call station, or even an entire call center company, right at their own place of residence. A lot of seasoned agents (who got burnt out from the stressful floor environment at their previous companies) have found that they can still be able to put their skills to use in a more relaxed or flexible setting. A growing number of sales and marketing professionals, HR practitioners and customer service representatives have also made the move from their office cubicle to their very own personal workstation.
Setting up your own call center is not for everyone. For one, you should have enough dedicated space in your home to turn into your office – preferably something quiet and with a door, so that you could block out any distractions from your household and focus on your conversations with your clients better. Moreover, it’s important that you invest in advanced call center technology to help you be better at and be more efficient with your job.
Internet calling software or VoIP is a primary investment you should make if you want to save on costs and if you have plans to take your business to a global level. VoIP plans can offer unlimited and international calling packages as well as mobile phone calls and Internet fax services for very low rates. Experts, however, recommend having a dedicated landline that can serve as backup at times when the Internet is down.
Security software is something you shouldn’t scrimp on. Invest in systems that will ensure superior protection for your data and your clients’ information. Make sure you are running on secure SSL connections and VPN channels, and that every transaction and communication you make are fully safe from hacking, malware, viruses and suspicious activities online.
A type of software that helps you manage all the call information is also valuable for this type of business. There are programs that help you organize data and call history for every client by collecting the information, recording the data and having it easily accessible every time you need it. The right data management technology for your call center will not only help you be more efficient and updated about your clients, it can also enhance your business and marketing intelligence capabilities.