Calculating Call Centre Creation Investment Costs

Calculating Call Centre Creation Investment Costs

If you're considering creating your own

in-house back-office support or customer care centre you will need to start from

the bottom up. Here's a list to tick off and get you going:

Consider the floor space – do we have enough space?

IT infrastructure

Software Licencing

Wages

Research and analysis of the company processes

Staff turnover, recruitment costs and training costs

Reference manual creation and updating

Supervisory roles may need to be created to monitor quality and assess

training requirements

In most cases, it may be cheaper to opt for an overflow service from a third party

call centre instead of extending your own or outsourcing the full service.