A call center business is a very profitable business. But how do you start a call center business in Pakistan? This article is a detailed step by step checklist. Use it to understand how to begin a call center business in Pakistan.
Call center industry in Pakistan is growing each year. With the dollar rises, the business is becoming more profitable for international campaigns.
Checklist on how to begin a call center business in Pakistan
Below is the checklist steps:
- What type of call center business are you interested in starting?
- Understand local and national requirements to open up call centers in Pakistan
- Call Center Technology Cost
- Staffing for the call center business
- Marketing your Call Center for Business
Below we explain each step in detail.
What type of call center business are you interested in starting?
This is the most important question to answer. There are many types of call centers. Each has a different costing, business and operational dynamics. Basically, the following are the main type of call center businesses you can open in Pakistan:
- Inbound call centers
- Outbound call centers or telemarketing services
- Business process outsourcing call centers
- Web based call centers
All of these call centers are different.
The inbound call centers focus on providing services when customers call the helpline.
Whereas, telemarketing services is all about outbound calls. There are many call centers in Pakistan running international campaigns. List of call center campaigns running from Pakistan gives a baseline.
Third type of call center is more complex and high-end. Business process outsourcing call centers are complete support offices. They are responsible for the calls as well as support all types of inquiries and requests.
Today, call centers also take care of web-based business. You can never call center that only works with customers that are chatting with support staff to online services.
Case Study – Real Estate is a growing business. Sequentially, so is the call center industry for real estate services. Call centers for real estate segment provides information services.
Understand local and national requirements to open up call centers in Pakistan
The first step is successful. You know what type of call center you want to start. This is great. Now you need to understand the local and national requirements to build a call center.
In Pakistan, there are different regulations for inbound services. Different regulations apply if you want to start telemarketing services to other countries. Call center registration in Pakistan follows a certain checklist. Ensure you check with the required stakeholders. Pakistan Telecom Authority oversees call center requirements.
Call Center Technology Cost
Equipment for call center comprises a variety of different servers and applications. You will also require user and products. Primarily call center equipment comprises the following items:
- User End computers
- local area network components
- Interactive voice response system
- Inbound or outbound call server
- Customer relationship management software
- Voice recording system
- Reporting dashboards
Call center setup cost depends on the number of agents active as well. Many top call centers purchase call centers with full redundancy and failover mechanism. You do not want your call center to go down during peak times.
Staffing for the call center business
Call center staff requirements directly relate to the service offering. For example, if you’re providing business process outsourcing services, you need staff for inbound and outbound calls. Additionally, you need support team members as well. Call center agent courses are recommended prior to placing staff on calls. The courses develop communication skills of agents.
Inbound call center staff requirements depend upon the average talk time. You need to calculate how many calls can one agent take in one shift. You will also need to calculate the service levels. Erlang C provides this systematic numbers.
Additionally, you require additional staff for quality and reporting. If you are interested in opening up a large call center, you will require supervisors. Supervisors are responsible for teams.
Marketing your Call Center for Business
Either you already have a client which is great. Or you are trying to get a new business after you establish the call center. Both work.
In fact, business marketing depends upon the type of call center you are creating. How to get business for call center is an art. A proper business strategy gives results.
If you are an inbound call center service then you can touch base with the local suppliers and companies. You can start engaging with companies and become their inbound call center for their users and products.
If you are interested in telemarketing services, then you need to interact with the USA, Canadian, European countries for outbound call Center campaigns.
This requires a comprehensive marketing strategy. Winning new business is exciting but also time-consuming.
How to start a telemarketing call center in Pakistan
Starting a telemarketing call center in Pakistan follows the same steps. In fact, the main difference is in the costing and human resources.
How to start a telemarketing call center in Pakistan requires a call center solution that has ability to save the calls. You need to save calls to listen to good and bad calls. The call center solution provides the reports. You need to trace sales per agent per hour.