Part 2: How to Start a Contact Center (and Ensure It Is Successful!)

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Last week we began the discussion on how to successfully start a contact center startup. We have three more tips for you this week that should be at the forefront when planning out which technology vendor to partner with.

Browse different software licenses: Just like when buying any other type of software for a large number of users, you’ll need to factor in user licenses. There are many different types of licenses to choose from, the most popular being “concurrent,” in which varying groups of users can have simultaneous access, and “named,” where each user has a specific account that only he or she can access. The type of license plan you select should correlate with the size and scope of your operation.

Consider compliance regulations: Get familiar with acronyms like PCI DSS (Payment Card Industry Data Security Standards), for protecting cardholder data; TCPA (the Telephone Consumer Protection Act of 1996); and, of course, HIPAA (the Health Insurance Portability and Accountability Act), for healthcare information. As well, get to know any other specific regulations that apply to your industry. You’ll find that it’s much easier to partner with a cloud provider that can streamline compliance with built-in, industry-specific safeguards.  

Use reporting to your advantage: Putting your customer relations in the hands of a dedicated contact center is risky if you lack visibility and transparency into daily customer interactions. Make sure that the software in which you invest provides a wealth of reporting features so that management can make decisions based on cold, hard data, not assumptions.

One important thing to keep in mind is that your contact center will be bound by the same law that governs all of the other divisions in your company: Keep costs low and performance high. This is not easy to do when considering all of the different elements that are required for building a first-class contact center, such as:

  • An interactive voice response (IVR) system and skills-based automatic call distribution (ACD) engine
  • Data capture and distribution
  • Business intelligence
  • Disaster recovery
  • Agent scripting technology

It makes much more sense to partner with a company like Bright Pattern that will equip you with all of these essential solutions, plus much more, for a fraction of the price—and effort—that it would take to assemble them on your own.

Want to learn more about how Bright Pattern can help you build an ideal contact center startup? Click here.

Nick Deininger

About Nick Deininger

★ Global Solutions Architect ★ Solutions Engineer ★ Cloud Guru ★ Bitcoin Enthusiast ★

Part 1: How to Start a Contact Center (and Ensure It Is Successful!) Use Live Chat to Slash Contact Center Costs

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