Need technology to start a small virtual call center

We are a small growing company with all virtual employees. We have plans to start a small call center, initially starting with less than 5 agents. We are looking for a CRM/ACD solution that is preferably hosted. We have no IT support to maintain our own system and no home office in which to store it. I'm coming across a lot of systems for large call centers but not much, if anything for small centers. I'd appreciate any recommendations. Thanks!

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Replies to This Discussion

Permalink Reply by Bill Haeffner on July 29, 2009 at 11:34am

Theresa, I think I can help you. How small of a call center are you looking at starting?

Permalink Reply by Omer on March 12, 2012 at 8:38am

We are a Claims Management Company CMC working on Personal Injury Claims UK It is an attractive outbound campaign ,doing very good business. We need call centers to work on this campaign so that we build an healthy business envinoment in future as well. We are offering good payout and provide fastest process , with updates in 1 to 24 hrs , complete payments weekly.We are looking forward for your reply and We assure fastest processing on leads.

Thanks

Regards

Omer Saeed

Paklight Pvt ltd

info@paklight.com.pk

+923455872114

RAM Claims UK

ramclaims@yahoo.co.uk

+443300010858

Permalink Reply by Teresa Morelock on July 29, 2009 at 11:42am

Initially the volume should be low so I am planning on just enough agents for coverage (less than 5) but imagine that it will grow somewhat rapidly so need something scalable. Also, there are some faxes involved so preferrably (although not required in the short run) a system that routes/queues calls and faxes would be a plus. Also, the center is all in-bound WAH agents. Call scripting and e-learning would also be a plus and definitely a necessity in the long run. If I'm missing something, maybe you can help fill in the blanks. Thanks!

Permalink Reply by Justin Groden on July 29, 2009 at 12:10pm

Teresa,
Your feature set list sounds like its a perfect fit for SpiceCSM, www.spicecsm.com. We are a completely web-based solution (SaaS) that delivers a product for outsourced and in-house contact centers. We can integrate with just about any telephony system, making it an easy and fast setup.

If you have any questions I would be glad to help.

Best,
Justin
(585) 313-7881
jgroden@spicecsm.com

Permalink Reply by Kathryn Jackson on July 29, 2009 at 2:02pm

Teresa,

I can certainly talk with you about the call scripting and elearning. My company develops economical elearning or I can point you to economical technology if you want to do it in house. We also have a partner that has an extremely economical call scripting technology that you can also leverage for training simulations. Let me know if you want me to contact you by sending me a message through this site. We can set up a convenient time to talk.

I know this can feel daunting but there's a lot of help out there. I'll be glad to help you through the process any way I can. And, as you can tell, our members are VERY supportive and incredible with sharing their time and expertise.

Best,
Kay

Permalink Reply by carlos l. cusi on August 13, 2009 at 1:58pm

I would love to recommend my center. Please give me your email address. Thank you.

Permalink Reply by Pamela Dodrill on July 29, 2009 at 11:43am

Teresa,

There's a new offering on the Market - that sounds perfect for you! Their pricing is the best I know of and the platform is sophisticated and easy to use at the same time. Check out www.beyondmortar.com. It's hosted and they will handle administration for you or get someone in your company up and running on the easy admin tasks - whichever works best for you.

Best regards,
Pam

Permalink Reply by Dan Bergstrom on July 29, 2009 at 11:44am

Teresa,

Are you looking for a solution that can provide both the ACD and CRM in one package? If our solution is not a fit then I think I can at least offer some advice on solutions that might work. There are a lot out there and finding the right one for you can be a daunting task.

Permalink Reply by Alton Martin on July 29, 2009 at 11:44am

I would look into hosted platforms from Oracle, Avaya and others. It is priced on a per minute and how much technology you use on an ASP model. Much better and faster, in particular for small teams.

Alton Martin
Managing Director
SPOT Consulting LLC

Permalink Reply by Stan Coombs on July 29, 2009 at 11:50am

Hi Teresa -

I started a relatively small contact center and utilized a hosted solution from inContact - a company I would highly recommend. You can check out there services at www.incontact.com. A contact name and number is: Paul Nagel (801) 386-8290. They offer a full array of services. Hope this helps.

Permalink Reply by David Collyer on July 29, 2009 at 12:04pm

Have you considered outsourcing? Seems like a good option as it will eliminate any IT and management needs. There are also hosted solutions that will eliminate any system or IT needs. I would be happy to provide you with more information on what I know if you want to send me a message here or at dcollyer@speedfc.com. Good luck!

Permalink Reply by ankur sachan on June 5, 2012 at 7:42am

Hi David,

We are a call center based in India. Look forward to workon projects together.

Regards

Ankur S

ankur@asbk.in

Skype-asbkservices

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