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Experience setting up a technical support call center overseas?
05-31-2018, 10:22 AM
I need to set up a tech support call center for one of my businesses and was wondering if anyone has an experience doing this.? It's going to need to be able to handle a relatively high volume of calls and will need to operate 24/7.
Live chat tech support just not cutting it.
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Experience setting up a technical support call center overseas?
05-31-2018, 10:23 AM
There are third party services that can do this.
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Experience setting up a technical support call center overseas?
05-31-2018, 12:16 PM
Quote: (05-31-2018 10:23 AM)Suits Wrote:
There are third party services that can do this.
I've looked into some 3rd party services, our main investor is not receptive to 3rd party services. He's a bit old school and wants us to set everything up and staff it ourselves. Despite this not being optimal he's Mr. Moneybags so it's not up for a vote.
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Experience setting up a technical support call center overseas?
05-31-2018, 12:46 PM
1. read about taskus, there is is lots of experiential interviews with the founders
2. find your target location to open call center
3. recruit a top talent to open this office (admin, operations). someone in PI who works in setting up/managing outsource centers and does this thing normally. this is common practice.
4. hire them, meet them, work with them to open office.
5. staff the place
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Experience setting up a technical support call center overseas?
05-31-2018, 07:28 PM
Have you estimated the number of CSRs you'll need on the phones at all times to handle the call flow?
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Experience setting up a technical support call center overseas?
06-01-2018, 11:34 AM
Quote: (05-31-2018 07:28 PM)Suits Wrote:
Have you estimated the number of CSRs you'll need on the phones at all times to handle the call flow?
I've estimated around 55
That gives me 8 per shift + 1 shift manager
Running a 3 shift's
Also gives me an additional 27 part-time for high volume times and to relive other CSRs and managers for time off.