Setting up a VoIP call center isn't as complicated or expensive as you might think. With the right tools and planning, you can have a fully operational call center within your budget without sacrificing the features you need.
This guide explains how to do exactly that, and includes tips from someone who has set up several.
Creating an RFP for a Call Center
A call center RFP (request for proposal) is an official document that highlights why you need call center software, what the ideal contact center solution would look like for you, your expectations, and your budget.
It's not something you can do lightly. It's important that all teams are involved so you're not caught off guard later on.
The last thing you want is to find out that someone needs a specific feature that you didn't know was important. At best, you start the process all over again. At worst, you just signed a year-long contract for software that doesn't fit your needs.
At a minimum, your RFP should include:
- Company details: Talk about your vision, values and business goals, as well as your target audience, your competitors and your pitch. This gives potential vendors a general idea of what you do.
- Project Description: Define the challenges you currently face, what you hope to be able to do with your call center software, the features you need, a list of devices if you already have them, and specific details such as your monthly call volume, working hours, and the types of calls you will handle (inbound vs. outbound, sales vs. customer service, etc.).
- Project budget: Let them know your price range so they know right away if you're in the same range. You should also consider whether there's any wiggle room in your budget.
- Your preferred schedule: State when you expect to implement your system, key milestones ahead, and the timeframe for choosing the best candidate. A specific review date will give them a reason to get back to you within a reasonable timeframe.
- Minimum supplier requirements: Explain any requirements you have, such as whether you prefer a vendor that is close by, one that has experience in your industry, those that comply with HIPAA or other strict guidelines, a team that will work with an SLA, or a partner with proven experience working with companies the same size as yours.
- Submission requirements: Tell them what you expect them to send you, whether it's an official quote or proposal, a brochure explaining your services, a slideshow, or something completely different that will help you make the best decision.
WATCH: Learn the top 20 call center features to consider.
Distribute your call center RFP to potential vendors
With the RFP in hand, it’s time to get it in front of the right people. That starts with putting together a list of vendors who are likely to be able to meet your needs.
You can do this by researching online, getting recommendations from your network, reading case studies and customer testimonials, or attending in-person events such as trade shows, conferences, and forums.
Next, decide how you want to distribute them. Most companies send them via email or through an online form. You can also post them on your website or in an online forum.
The latter can help you reach a wider group of suppliers, but you may find some that can't really help you.
You can use a simple checklist or project management tool to keep track of everything you receive. As the submission deadline approaches, be sure to send follow-up messages to vendors who haven't sent you a proposal yet.
Select the best options and schedule demos
Now is the time to carefully review all the proposals you have received. You can also do your own research on other companies if you wish.
Pay close attention to the value each vendor offers for the price.
It's not just about the number of features, but rather what features you need to accomplish what you're looking for. A vendor may have all the features at a seemingly great price, but having to pay extra for a single feature you can't live without can make it more expensive than anything else.
Next, schedule demos with the top four or five that seem to best fit your needs at the right price. Personalized demos are best so you can ask questions.
Free trials are nice, but don't consider them a valid substitute for a demo. Talking to the vendor is a crucial step that many companies skip. Sure, it sounds awkward, but it gives you a chance to dig into the details and see the solution in action.
You may also be able to negotiate a better price if they know you've been shopping around.
SEE: Understand the real costs associated with a new VoIP system.
Sign up to find the one that best suits your needs and set up your phone number.
During the registration process, you'll be able to choose your phone number. Many providers include a toll-free or local number at no additional cost. If you already have one and want to keep it, you can transfer it to your new provider.
Although the porting process is simple, it can take time.
You will need to notify the company that manages your current number, start the process with your new provider, complete the necessary paperwork, and possibly write a LOA (Letter of Agency).
From there, you will have to wait until the porting process is complete. During that time, you will have to pay for both services.
In most cases, you will receive a temporary number from your new VoIP call center provider to use while you wait. When your old number is ready, everything will be transferred.
Once you have discovered your primary number, you can add all your users and assign them direct dial numbers or extensions.
Buy hardware (if necessary)
Many companies don't require any hardware at all. If you plan to have your team use their cell phones or computers (called a softphone), you'll just need to consider purchasing headsets.
If you need desk phones, some VoIP providers sell the hardware directly or allow you to rent it directly. Buying directly from your provider means your devices come preconfigured – all you have to do is plug them in when they arrive.
That's the most expensive route, though: New phones typically cost around $100 each and can go as high as $600 or more.
If you are willing to configure the devices yourself, you can purchase them from third parties or opt for refurbished phones.
Do you already have phones you want to keep? IP-enabled phones can now connect to the Internet. All you have to do is make sure they are compatible, set them up in your online account, and connect them.
Analog phones require an adapter which you can obtain directly from your VoIP provider.
Set up your new VoIP call center system
While you wait for the number porting process and hardware to arrive, you can begin setting up your new system.
To get started, download and install your provider's desktop and mobile apps. From there, you'll be able to configure voicemail settings, forwarding settings, pre-recorded messages, call routing rules, IVR menus, and settings for all of your users. It's a good idea to take some time to get used to everything.
Many providers offer a guide or checklist to get you started. You can also contact them directly if you need help.
If you are using the softphone feature, you can skip to the next step.
Otherwise, you'll need to configure your phones. Preconfigured devices don't require much more than unpacking and plugging them in. For third-party, refurbished, or existing phones, the first step is to register each one's media access control (MAC) address.
This is a 12-digit code that identifies the devices on your network. It is usually located on the bottom of your phone.
After registering your devices, the network will allow you to operate within it.
At this point, you may also want to install a firewall or VPN to further protect your system. While quality providers offer top-notch security, it's never a bad idea to do something more.
SEE: Check out my top tips for a smooth VoIP installation.
Train your team
Once everything is in place, all that's left is to train your team. It can be tempting to rush through this step and assume that everyone will get it right in time.
For some teams, this may be the case, but for me, thorough training in small groups has always worked best. Spending time understanding where users get confused can help you further optimize the system and teach them in real time.
You will also be able to run simulated situations and role-play exercises using the system to ensure they know what to do, no matter what happens.
Many call center solutions also include live call monitoring features (such as whisper, barge-in, and takeover) and call recording. Combined, these features can help you develop additional training programs for new agents.
Don't forget to train them on two-factor authentication and creating strong passwords.
