A couple of questions - are you "willing" to start a call center or are you actually going to start a call center? What is the call center's purpose? What specifically are you looking for specifically? For example, are you looking for lists of things you have to consider before opening a center (from ground up)? Or, do you just want confirmation of the 4 things you listed (not sure where these "basic requirements" came from).
Also, the link "call center" at the end of your post goes to the I3 site - is there a reason for that?
To be honest, your question can not be answered. You will have to provide a lot more information. Are you going to be inbound, outbound, 24/7, hosted or premise, etc, etc... If you would like to provide more details I would be happy to help. I also found it a bit odd that Interactive Intelligence was your link. If you are just starting a call center, they may not be the most economical solution. From all feedback they are outstanding but they are certainly not going to be on the cheaper end of the spectrum (which I assume would be a requirement for a start-up).
I would like to help you in this endeavor My company, Northwinds Contact Solutions, is a provider of hosted communications platforms including a Virtual Call Center, Virtual Office Phone and an Outbound IVR (outbound messaging) platform. Our hosted solutions are robust and inexpensive.
Director of Strategic Partnerships
Northwinds Contact Solutions
5425 E Bell Rd, Ste 141
Phoenix, AZ 85254
IM: CallCenterHero (Skype)
My Blogs: http://www.managedserviceproviders.biz/topics/call-center/
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Hi Anna - lots of good input from members ... clearly your requirements is a big theme.
Having just finished Call Centre for Dummies v2 and having built 15+ call centres I would have one insight to offer that is different than 20 years ago: the IT (telecom, desktop, internet, technology, hosted-in-a-box) and the BUILDING (floor layout, find-a-vacant-one, etc) is the easiest part. In knowledge-based call centre work it is all about the PEOPLE (hire-able employee-base, where will the leadership team come from, how will you effectively build agent proficiency?).
Having started 2 call centres I use a 5 rule solution. Performance, People and resource management, Information and technology. This 'Call Centre 101' approach often sends people scurrying to make notes and I say don't bother. Its not the secret. The secret is knowing your product, the mix and the implementation of these 5 elements.
I have done call centre consultancy and judging and seen many people who believe managing a call centre is easy. It is not. I don't know what your background or experience is but if you haven't been this route before - get help! Either an experienced and well regarded consultant or just outsource it (outsourcers have been there/done that).
If you make a mistake it can be very costly.