Setup a new Call Centre

A new centre is a significant investment and one where the consequences of choosing the right location and the right facility will impact business performance throughout the lifecycle of the operation. This is no easy challenge. Remember that Contact centres have so many components – the people, the processes, the location and facilities, the technology, the marketing to name just some.  Pulling these together into an effective programme for delivering a new centre is difficult, and something that you should not embark upon without help - from others who have 'done it before'.

If you are considering building a new centre from scratch then we have a lot of information that will help you to get started.  RXP consultants have been involved in the design, build and implementation of many Contact Centres throughout the UK and Europe.  From this experience we have developed checklists to help you get started.

Build your centre checklist
Where do you start?  What are all the things you need to think about regarding the technology, the building and facilities, the people and the processes? Our checklist has over 200 activities that you may need to plan into your project, so it provides you with a great start in determining what you need to do.  We can also give you an insight into the most common challenges that such an important project will face, so enabling you to prepare as best you can. RXP has developed this information in a  Guide to Setting Up a Contact Centre which is available to purchase online from this site.

Where is the best location for your centre?
What are the key factors to consider and assess when you are, locating, relocating or redesigning your call/contact centre. RXP has developed a Guide to Location Facilities and Environment which gives an overview to the practical matters that you should consider in relation to access to the centre, its internal layout and the facilities that you should provide to your staff who work in the centre. RXP have experience of setting up new operations over a number of years and this guide is based on our view of what leading practice operations include in the specification for the environment.

RXP have designed, built and implemented numerous contact centres from 12 seats to over 300.  Many of the same principles apply no matter what the size because at the end of the day each centre is critical to your business. Our consultants have expertise in locations, operational management, programme management, HR and technology.  Working together we ensure that the project will deliver against the agreed timescales.

Find out more how RXP could help you build your next centre.