[nola]

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.

[Suits]

There are third party services that can do this.

[nola]

(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.

[Stakes Is High]

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

[Suits]

Have you estimated the number of CSRs you'll need on the phones at all times to handle the call flow?

[nola]

(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.