How to Set Up a VoIP Call Center on Time and on Budget

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 it, including advice from someone who has already installed several.

Create a call for tender for a call center

A call center request for proposal (RFP) is a formal document that outlines why you need call center software, what the ideal contact center solution would look like for you, your expectations, and your budget.

This is not a project that you should rush into. It is important to involve all of your teams so that you are not caught off guard later.

The last thing you want is to find out that someone needs a specific feature that you didn’t know was important. Best case scenario, you’re starting the process over. Worst case scenario, you’ve 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, competitors, and sales pitch. This gives potential vendors a general idea of ​​what you do.
• Project Overview: 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 like your monthly call volume, your working hours, and the types of calls you will handle (inbound or outbound, sales or customer service, etc.).
• Project budget: Let them know your price range so they know right away if you’re in the same ballpark. You should also note if there’s any wiggle room in your budget.
• Your favorite calendar: Write down the date you want to deploy your system, the milestones you have achieved, and the time frame you have to choose the best candidate. A specific evaluation date gives them a reason to get back to you within a reasonable time frame.
• Minimum Supplier Requirements: Explain all your requirements, such as whether you prefer a provider that is local, experienced in your industry, compliant with HIPAA or other strict guidelines, a team that will work with you on an SLA basis, or a partner with a proven track record of working with companies similar in size to yours.
• Submission conditions: Tell them what you want from them, whether it’s a formal quote or proposal, a brochure explaining their services, a slide deck, or something entirely different to help you make the best decision.

SEE: Check out the top 20 call center features to consider.

Distribute your call center RFP to potential suppliers

Once you have the RFP in hand, it’s time to present it to the right people. This starts with creating a list of vendors who can meet your needs.

You can set this up by doing research online, getting recommendations from your network, reading case studies and customer testimonials, or attending in-person events like trade shows, conferences, and forums.

Next, decide how you want to distribute them. Most companies send them via email or an online form. You can also post them publicly on your website or on an online forum.

The latter can help you reach a wider pool of suppliers, but you may encounter some who aren’t actually able to 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 reminders to any vendors who haven’t sent you a proposal yet.

Select the best options and schedule demonstrations

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 seller offers for the price.

It’s not just about the number of features, but more about the features you need to accomplish what you’re looking for. A provider 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 another.

Next, schedule demos with the top four or five vendors who seem to best meet your needs at the right price. Personalized demos are great for asking questions.

Free trials are great, but don’t consider them a valid substitute for a demo. Talking to the salesperson is a crucial step that many companies overlook. Sure, it feels awkward, but it gives you a chance to dig deeper into the details and see the solution in action.

You may also be able to negotiate a better price if they know you’ve done your research.

SEE: Understanding the real costs associated with a new VoIP system.

Sign up to get the best solution and set up your phone number

When you sign up, you’ll be able to choose your phone number. Many providers offer a toll-free or local number with no additional charges. If you already have one that you want to keep, you can transfer it to your new provider.

Although the porting process is simple, it can be time consuming.

You will need to inform the company that manages your existing 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 for the porting process to complete. During this time, you will have to pay for both services.

In most cases, your new VoIP call center provider will provide you with a temporary number that you can use while you wait. When your old number is ready, everything will be ported over.

Once you have determined your primary number, you will be able to add all of your users and assign them direct dial numbers or extensions.

Purchase equipment (if necessary)

Many businesses don’t need computer hardware. If you plan on having your team use mobile phones or computers (called softphones), you’ll only need to consider purchasing headsets.

If you need desk phones, some VoIP providers sell the hardware directly or allow you to rent it directly from them. By purchasing directly from your provider, your devices are pre-configured—you just plug them in when they arrive.

However, this is the most expensive route: new phones typically start around $100 each and can go up to $600 or more.

If you want to configure the devices yourself, you can purchase them from third parties or opt for refurbished phones.

Already have phones you want to keep? IP phones are already capable of connecting to the Internet. All you need to do is make sure they are compatible, set them up in your online account, and plug them in.

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 and hardware portability process 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, canned messages, call routing rules, IVR menus, and settings for all your users. It’s a good idea to spend some time getting used to all of this.

Many vendors offer a getting started guide or checklist, or you can contact them directly if you need help.

If you are using the softphone functionality, you can skip to the next step.

Otherwise, you’ll need to set up your phones. Pre-configured devices don’t require much other than unboxing and plugging them in. For third-party, refurbished, or existing phones, the first step is to record each one’s Media Access Control (MAC) address.

This is a 12-digit code that identifies devices connected to your network. They are usually found on the bottom of the phone itself.

After registering your devices, the network will allow them to operate within it.

At this point, you may also want to install a firewall and/or VPN to further protect your system. While quality providers offer top-notch security, it’s never a bad idea to do more.

SEE: Check out my top tips for a smooth VoIP installation.

Form your team

Once everything is set up, all that’s left is to train your team. It can be tempting to rush this step and assume that everyone will figure it out in time.

For some teams, this may be the case. But in-depth training in small groups has always been the best solution for me. Taking the time to understand where users are getting lost can help you further streamline the system and teach them in real time.

You will also be able to participate in mock situations and role-playing exercises using the system to make sure they know what to do no matter what.

Many call center solutions also include live call monitoring features (such as whisper, barge in, and takeover) and call recording. Together, 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.