32 Factors to Consider for
Developing (or Improving) an
In-House Contact/Call Center*

1. In-house vs. service bureau vs. both.

2. Test first.

3. Type of phone call: inbound, outbound, information,
    lead-qualification, appointment setting, sales, etc.

4. Type of "sell": technical, price, delivery date.

5. Type of service: help desk, customer service, etc.

6. Inter-departmental procedures.

7. Call volume fluctuations and staffing needs.

8. Labor availability.

9. Compensation plan and incentives.

10. Goals and objectives.

11. Management and supervision staff and expense.

12. Lead time for start-up and testing.

13. Ratio of supervisors/reps and the productivity and
     costs implications.

14. Quality control.

15. Human resource tasks: recruiting and hiring.

16. Training.

17. Performance evaluation and compensation.

18. Facilities.

19. Telephone system.

20. Headsets.

21. Call monitoring capabilities.

22. Telephone lines.

23. Computer hardware.

24. Contact Software.

25. Web chat capabilities.

26. E-mail capabilities - basic or advanced?

27. Web page pushing capabilities.

28. Outbound list selection.

29. Inbound call volume and staffing needs.

30. Scripts, rebuttals and call guides.

31. Measurement of program, results and profitability, including goals.

32. Motivation of staff, including goals.

*These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market and operation. For outside support, contact Lieber & Associates.