How to Start a Call Center: Simple 10-step Business Guide

Whenever I start writing a new blog, I always have lots of questions, so I begin with research. You often do the same whenever you’re trying something new right?. And when it comes to starting a call center and turning it into a profitable operation, that’s quite a big challenge you might face and most business leaders too.

In fact, the call‑and‑contact‑center outsourcing industry in India generated around USD 3,860 million in revenue in 2024. This shows how important this sector is for businesses. It's growing fast, helping them boost customer service and sales efficiency.

This shows how important and fast‑growing this sector has become for businesses looking to improve customer service and sales efficiency.

With so many questions like how much it will cost, what software to use, and how to hire the right team, it’s normal to feel confused. Don’t worry. I will explain 10 simple steps that will clear all your doubts and help you set up a call center that works for your business.

Step 1. Define the Purpose & Value of Your Call Center

I want you to pause and ask yourself: Why do you need to set up a call center? Is it to help your customers quickly when they have problems, or to reach more people and sell more products? Your answer will guide every decision you make.

Think of it like making a cricket team. If you want to win, you need to know whether you’re playing a T20 match or a Test match. Each format needs a different strategy, different players, and different practice. Your call center operations work the same way. When its purpose is clear, you can hire the right team, pick the right call center software, and set up processes that actually work.

Without a clear purpose, you’ll spend more money than needed, get confused about what to do, and still not achieve the results you want.

Here are a few questions you can ask yourself to be clear:

• Am I focusing on helping customers or generating sales?
• Do I want my team to handle only calls, or emails and chats too?
• How will I measure if the call center is successful?
• Who is my main audience, and what do they expect when they call?

Answering these will give you a clear path to set up your call center the right way.

Step 2. Pick Your Operating Model

After defining the purpose of your call center, the next thing to decide is how it will operate. This choice affects call handling, team workflow, and call center efficiency. Call center models are usually divided into four areas: function, structure, technology, and communication channels. Let’s take a closer look at each one.

Models by Function

Here, you decide your call center focus and team tasks.

• Inbound Calls: Answers calls from your customers, handling questions, complaints, or requests for help in your inbound call center .
• Outbound Calls: Reaches out to your customers for sales, surveys, or follow-ups.
• Blended Calls: Handles both incoming and outgoing calls.

Models by Structure

Structure defines responsibilities and management.

• In-house: Runs everything internally, you handle everything yourself and make the decisions for your in-house call center.
• Outsourced (BPO): Lets another company manage the calls, saving time, reducing costs, and bringing experienced teams on board for call center outsourcing.
• Hybrid: You handles the main decisions while the calls and tasks are managed by the outsourced team in a hybrid call setup.

Models by Technology:

Technology affects how calls are handled and how your team interacts with customers.

• Virtual: Uses virtual call center software to manage calls, keeping operations smooth and making it easier to handle more calls as your business grows.
• Automated: Uses systems like IVR or chatbots to manage some calls, helping handle high call volumes and giving customers quicker responses.

Models by Communication Channels:

Communication channels decide how your customers connect with your call center.

• Multichannel: Manages phone, email, and chat separately with your call center agents
• Omnichannel: Connects everything together, letting customers start on chat and continue on the phone without repeating themselves.

Step 3. Choose Your Workspace Strategy

Now, you already know why you’re setting up a call center business and how you want it to operate.

The next decision is where your team will work from. Location affects hiring, costs, teamwork, and overall performance.

There are three workspace strategies most businesses choose from. Here’s a simple way to understand each.

Physical Office Call Center:

Your whole team works together in a single office. Here’s what that looks like:

• Everyone operates from the same location
• Systems, desks, tools, and supervision are available on-site
• Training and quality checks are easier because managers are right there

When This Helps You:

If you prefer full control, instant coordination, and direct oversight you can prefer physical office. It's also useful when dealing with sensitive customer data that needs high security in an on-site call center.

Remote Call Center:

Your team works from home or from different cities. Here's what the setup involves:

• No physical office required
• Operations run through online tools and communication platforms
• you can hire talent from any location instead of only nearby

Tip: If you choose a remote call center, give aganets a clear daily checklist. It helps everyone stay aligned even when they work from different places.

When This Helps You:

If you want lower costs and flexibility to hire talent anywhere, a remote setup works best.

Hybrid Workspace:

Some agents are in the office while other work remotely. Here's how it can function:

• You combine in-office and work-from-home-setups
• Roles can be divided based on needs and comfort
• High-priority tasks can stay in-office while the rest are handled remotely

When This Helps You:

If you want a balance of both, cost savings from remote work, plus control from on-site supervision. It's useful for growing workloads with flexibility in a hybrid call center.

Here’s a quick comparison to help you see the differences at a glance:

Step 4. Build Your Legal and Compliance Checklist

Before you start making calls or hiring agents, it’s important to get your legal and compliance basics right. Skipping this could cause fines, legal trouble, or even risk being shut down. Planning early ensures safe operations and protects customer data.

Business Registration and Licensing:

Make sure your call center is properly registered and licensed.

• Obtain the necessary local, state, and federal licenses.
• Rules can differ depending on your location, so check what applies to your type of call center.
• A proper foundation ensures your operations are legitimate and gives your team confidence.

Data Privacy and Customer Information:

Managing customer data comes with responsibilities.

• Follow privacy laws like general data protection regulation (GDPR) or local regulations.
• Ensure your team knows how to store and access information securely.
• Use a reliable system to keep customer details organized while maintaining compliance.

Employment and Labour Laws:

Your team must be managed according to employment rules.

• Provide fair contracts and reasonable working hours.
• Set up leave policies and employee protections.
• Following these guidelines protects your team and supports your call center services reputation.

Telemarketing and Calling Regulations:

If your center handles inbound and outbound calls, there are some rules that apply. So you should:

• Understand consent requirements and do-not-call lists.
• Breaks in compliance can be costly, so create clear internal procedures.
• Proper practices keep your operations safe and reduce legal risks for your successful call center.

Here’s a handy checklist to keep you on track

Register your center and licenses

Follow local, state, and federal regulations

Protect customer data according to local laws

Train your team on secure data handling

Follow employment and labour laws

Set up contracts, working hours, and leave policies

Understand telemarketing rules and do-not-call requirements

Create internal procedures to ensure ongoing compliance

Step 5. Budget & ROI Planning

Before you start hiring agents or buying equipment, you need a clear view of your finances. Planning your budget carefully helps you control costs, avoid unexpected expenses, and understand when your call center process will start generating returns. At the same time, focusing on ROI keeps your decisions centered on results, not just expenses.

Budgeting Steps:

• Start by looking at initial setup costs, from hardware and software to staffing.
• Calculate your total cost of ownership (TCO), considering ongoing expenses like salaries, utilities, software subscriptions, and maintenance. A simple way to estimate TCO is:

• Factor in future needs, such as technology upgrades or scaling your team as call volumes grow.
• Include both tangible costs, like equipment and salaries, and intangible costs, such as employee training or initiatives to improve call quality.

ROI Planning and Calculations:

• Estimate the revenue your call center can generate, including sales, upsells, and customer retention that prevents churn.
• Identify all expense categories to choose the right call center solution efficiently.
• Use a simple ROI formula to track performance:

• Consider intangible benefits like better customer experience, brand image, and productivity, which add value beyond direct revenue.

Step 6. Select Software and Tools That Drive Efficiency

Running a call center works much better when you have the right software and tools. The right tools help your team stay organized, handle calls efficiently, and serve customers better.

When choosing software, focus on features that make daily tasks simple and stress-free:

• Ticketing or Helpdesk System: Keeps customer requests organized so every issue is tracked.
• Auto Dialer: Let's your agents spend more time talking to customers instead of dialing numbers.
• Internal Chat for Agents: Lets your team communicate instantly while working.
• Knowledge Base: Gives agents instant answers while they’re on a call.
• Workforce Management Tool: Makes shift planning simple and avoids overloading your team.
• Call Recordings: Lets you check call quality, train agents, and handle any disputes easily.

Here are some tools that can handle these features and make your call center operate efficiently:

Qoli:

Qoli handles call recording and generates detailed reports of your agent’s work. It works for both inbound and outbound calls, and can even record WhatsApp calls. You can integrate it with your CRM to listen to recordings directly, track app usage, see locations, and set geo-fencing. Its easy-to-use interface and clear dashboard lets you view call data and agent performance quickly.

Features:

• Tracks all calls, including WhatsApp.
• CRM integration for direct access to recordings.
• App usage, location tracking, and geo-fencing.
• Clear dashboard for call data and agent performance.

Best For:

• Teams needing detailed call analytics.
• Managers tracking agent performance and activity.
• Businesses handling both inbound and outbound calls.

Why Use It:

Qoli ensures calls are accurately logged, gives insights into agent performance, tracks team activity and locations, and helps maintain high service standards.

CallHub:

CallHub is a simple tool mainly built for outbound calls. It’s perfect for smaller teams that want to start dialling customers efficiently without complex systems. It also makes it easy to run short campaigns quickly.

Features:

• Auto dialer for outbound campaigns.
• Basic call lists and agent assignment.
• Supports SMS campaigns alongside calls.

Best For:

• Teams focusing on outbound calls or surveys.
• Businesses that want a simple setup with minimal training.

Why Use It:

CallHub helps your team reach more customers faster, keeps things organized, and avoids the distractions of complicated systems.

Bitrix24:

Bitrix24 is a CRM with built-in ticketing and internal chat. It helps small to medium teams manage customer interactions and collaborate easily. It can also track simple customer history and follow-ups.

Features:

• Ticketing system to organize customer requests.
• Internal chat for team communication.
• Basic CRM to track customer interactions.

Best For:

• Teams starting with basic customer management.
• Businesses wanting collaboration and task tracking in one platform.

Why Use It:

Bitrix24 allows small teams to manage calls, requests, and internal communication without multiple tools, keeping things simple and efficient.

Mooble:

Mooble focuses on workforce scheduling and simple call tracking. It’s designed for teams that need to manage agent availability and see who’s active. It also helps prevent scheduling conflicts and ensures coverage at peak hours.

Features:

• Easy shift planning and scheduling.
• Tracks active agents.
• Basic call logging to see handled calls.

Best For:

• Teams needing structured schedules and task visibility.
• Small call centers that are going to start.

Why Use It:

Mooble helps your team stay organized, ensures coverage during high call volumes, and simplifies managing remote or hybrid teams.

Step 7. Structure Your Team

A call center runs smoothly when each team member knows their responsibilities. Think of your team like a pyramid: agents at the base, skilled supervisors guiding them, and leadership at the top setting the direction.

Key Roles to Define:

• Call Center Agents: They are the frontline staff handling inbound and outbound calls, resolving issues, and processing requests.
• Team Leaders and Supervisors: They manage the first level of oversight, coaching agents, monitoring calls for quality, handling escalations, and keeping schedules and workflow on track.
• Quality Assurance (QA) Specialists: They review calls, score performance against standards, and identify training gaps to ensure consistent, high-quality service.
• Workforce Management (WFM) Specialists: In larger call centers, they forecast call volumes, create schedules, and make sure the right number of agents are available at all times.
• Call Center Manager or Director: They lead strategy, manage budgets, analyze overall performance, and report to executive leaders, playing a key role in managing a call center successfully.

Staffing Considerations:

• Ratios: A common standard is one team leader for every 10–15 agents, allowing enough time for coaching and support.
• Hiring Profile: Focus on soft skills first, such as empathy, listening, patience, and provide training for technical skills like product knowledge and software use.
• Scheduling: Use forecasted data to avoid understaffing and long wait times.

Step 8. Build Processes and Scripts

Once your team is ready, you need to set up clear processes and customer service call scripts so everyone knows how to handle calls. You create simple steps for different types of calls, decide how call routing should work, and outline what follow-ups are needed to meet your business needs.

Scripts guide agents on greetings, questions, and closing calls politely. This helps your call center team work smoothly, ensures customers get consistent service, and lets you run your call center efficiently.

Step 9. Train and Prepare for Live Calls

Before your agents take real calls, you want them to feel confident and ready to represent your brand. Call center training familiarizes them with tools, customer situations, and feedback.

Focus your training on these key areas:

• Teach product or service knowledge and call handling basics
• Develop soft skills like empathy, active listening, and clear communication
• Run mock calls, shadowing sessions
• Cover compliance, data security, and regulations to keep everything safe and professional

Step 10. Scale Operations & Track KPIs

Once your call center delivers results, focus on growth. Track KPIs like resolution rate, customer satisfaction, and call duration to improve agents, tools, and processes efficiently. Use this data to enhance agent skills, upgrade tools, and make processes smoother, so your team can manage more calls without losing quality. When you scale while watching these KPIs closely, your call center grows, and customers stay happy.

Conclusion:

Starting a call center may feel confusing at first, but taking it one step at a time makes it simple. Knowing how to start a call center helps you make smart choices about your team, tools, and processes. Every decision affects how well your customers are helped and how your center runs.

With clear steps, proper training, and the right software, you can build a call center that works well, grows with your business, and keeps both your team and your customers happy.