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Contact Centre Setup Checklist - Your Guide to Setup A Contact Centre

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Setting up a contact centre from scratch

According to Temkin, a modest improvement in Customer Experience (CX) would translate to an estimated $775 million gain in revenue over 3 years for a typical $1 billion company across 20 industries.

The upside in terms of revenue makes customer experience improvement the priority in 2019, resulting in a growing demand for services provider offering contact centre solutions. We have put together this checklist that can be used by any company to help you with your contact centre set up or used to improve your existing ones.

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Set business goals and objectives

According to the business goals and objectives, you will need to decide what your business requires whether it is an inbound, outbound or blended contact centre.

Are you looking to generate leads? Call out to prospective customers? Or even to set up appointments for your sales rep? If your answer is yes to any one of the questions above, you are looking for an outbound contact centre.

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Decide where your contact centre should be located

One factor to look into will be the consideration of locating your contact centre in close proximity to headquarters can help cultivate a stronger sense loyalty to the company as compared to a contact centre that is based remotely. This helps the agent to develop a stronger sense of belonging and align with the overall business direction.

Choose technology that matches your business needs

Planning the type of contact centre technology required can be a daunting task, especially with the number of jargons and terms involved.

Prioritise your selection based on the information you wish to collect as your contact centre operates. And what are the channels available for your customers to connect with your helpdesk?

In case you are still unsure, we have put together 2 lists, namely the must-haves and the nice-to-have list for your reference.

Must-have list:

This list is curated to provide you with a list of technologies that allow you to kick-start your contact centres instantly.

  1. Computer Telephony Integration (CTI)
  2. Intelligent Call-Back - Applies to outbound contact centre only
  3. Universal Queuing
  4. Campaign Management System (CMS) - Applies to outbound contact centre only
  5. Call Recording Systems
  6. Customer Relationship Management (CRM) Solution
  7. Workforce Management Software (WFM)

Nice-to-have list:

This list provides you with the recommended technologies that can help you elevate the overall customer experience through the use of predictive technology and if your contact centre handles sensitive information, authentication technology such as voice biometrics will be a great enhancement to help you prevent potential fraud.

  1. Automatic Call Distributor (ACD)
  2. Interactive Voice Response (IVR)
  3. Knowledge Management
  4. Performance Management
  5. Voice Biometrics
  6. E-learning
  7. Automated Customer Surveys

Set aside sufficient time and resources

Setting up a contact centre is not an easy feat, it involves careful planning and implementation to ensure the newly setup contact centre runs smoothly. This process takes around 6 - 9 months depending on various variables such as:

  1. Size of the contact centre
  2. Number of agents
  3. Omnichannel vs single channel
  4. The complexity of task and training requirement

Contact centre set up is not meant for a sideline project. It takes serious planning and dedicated resources to make it work. Companies are recommended to appoint one full-time project manager to oversee the setup or engaged experienced contact centre specialist that can help them bring the project to fruition.

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Establish Hours of Operation

When building a new contact centre, it is recommended to start off with reasonable hours that will both meet your customer needs and ensure that your capacity is enough to handle to incoming inquiry volume.

Contact centre analytics provides great insights to help you to determine if there is any need to extend operating hours based on demand.

Staggered working shifts can be a great option to ensure agents are getting sufficient rest and avoid bottleneck lunch and dinner hours.

Finalise a disaster recovery plan

Ensuring business continuity in a disaster is significantly magnified when it comes to contact centres. This applies to both inbound and outbound centres.

With a disaster recovery plan in place, you can be sure that in the event of a natural disaster, regional pandemic or human-error-related outage. For incoming inquiries, it is "business as usual. For outbound centres, operations are not affected while your competitors are still scrambling to get back online.

One common disaster recovery strategy is putting in place an option for the centre to transform into a virtual contact centre with a flick of the switch. This allows the disaster-stricken centre to allow their agents to take calls from the safety of their home simply with a phone, internet connection and an internet browser.

Looking for a detailed contact centre setup plan? Speak to our contact centre solution specialist today. Contact us here!

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