Transfering home based sales to a Call Centre

[DCS Lead Gen]

Hi All,

Right then, Currently our staff are working on a self employed basis from home - due to poor productivity and quality of work, I have made the decision to now employ full time staff and open a call centre. With this alot of changes would need to be made - Does anyone have any hints and tips?

So far, what I understand is:

• Need to register as an employer.(I dont have a UTR)
• Insurance.
• Need to supply staff with phones. (Unlimited Landline Calls)
• Staff are now entitled to holiday pay.
• Contract of employment.

Can anyone give me any further information on the above or anything else that i may need to consider?

Thanks in advance.

 

[Call Tracker]

Make sure you track all the calls made and set up call recording so you can measure their performance.

 

[allington-marketing]

VoIP phones are a good option for you, as they run off a broadband line. It also means that you can get a certain number of free calls and the phones are transferred, not the lines. Thus if you move, or decide to go back to employing people at home, you can keep the same numbers.
I know this because I'm doing marketing for a company who offer it at the moment. Check out www.abussivoip.co.uk - they're based in the West Midlands and the website has what it does exactly and some case studies.
With regards to insurance (I spent five years in it), get a decent INDEPENDENT broker, or ask two or three for quotations as some will only approach insurers who offer the best commission. The brokers will give you advice as to what products you may need.
Also try Business Link as they offer loads of free advice for businesses, so should help you with the other bits.
Terri

 

[pthreesixty]

I can offer you a voip connection with unlimited SIP accounts, pre-pay account (pay what you used) and no expiry. This includes the softphone with recording capability.

PM me for details.

 

[beauty21]

Hi,
I used to be a call centre manager (pre having my little boy) and so have alot of experience of setting up and running call centres. I'd be happy to offer advice if you want to message me.

Key areas:
Setting up phone lines, and ensuring that they can be answered by bank of people - someone like Opal can offer this service quite cheaply.
Ensuring you have a system whereby you can measure the calls being taken by agent - good ACD system will provide this - otherwise you won't solve the productivity issues. Just because they are all together in an office doesn't mean they'll be more productive unless you've got the right monitoring and KPI's in place.

Thanks
Jenny