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Setting Up a Call Centre



Call Centre


A call center is a centralized operation that handles incoming and outgoing telephone calls. Call centers are used by a variety of businesses, including customer service, sales, and marketing.


Inbound call centers handle incoming calls from customers, typically to provide support or answer questions. Outbound call centers make outgoing calls to customers, typically to sell products or services.


Call centers can be located in-house, or they can be outsourced to a third-party provider. In-house call centers are typically more expensive to operate, but they offer more control over the customer experience. Outsourced call centers can be more cost-effective, but they may not offer the same level of control.


Call centers play an important role in many businesses. They can help businesses to improve customer service, increase sales, and reduce costs.


Benefits of call centers:

  • Improved customer service: Call centers can help businesses to improve customer service by providing customers with a single point of contact for all their inquiries. Call center agents can also provide support to customers 24/7.

  • Increased sales: Call centers can help businesses to increase sales by making outbound calls to customers to generate leads and close deals.

  • Reduced costs: Call centers can help businesses to reduce costs by outsourcing customer service and sales functions to a third-party provider.

Types of call centers:

  • Inbound call centers: Inbound call centers handle incoming calls from customers.

  • Outbound call centers: Outbound call centers make outgoing calls to customers.

  • Blended call centers: Blended call centers handle both inbound and outbound calls.

  • Virtual call centers: Virtual call centers are made up of agents who work remotely from different locations.

How to set up a call center:

  1. Determine your needs. What type of call center do you need? Inbound? Outbound? Blended? Virtual? How many agents do you need? What kind of equipment and software do you need?

  2. Develop a business plan. Your business plan should include your goals, strategies, and financial projections.

  3. Choose a location. If you are setting up an in-house call center, you will need to choose a location that is easily accessible to your customers and employees.

  4. Hire and train your staff. Your call center agents should be able to provide excellent customer service and be knowledgeable about your products or services.

  5. Invest in technology. You will need to invest in the necessary equipment and software to operate your call center.

  6. Test your systems. Before you launch your call center, make sure to test your systems thoroughly to ensure that everything is working properly.


Setting Up a Call Centre

To set up a call center in Singapore, you will need to:


1. Register your company. This can be done through the Accounting and Corporate Regulatory Authority (ACRA). You will need to appoint a local resident director and have a registered office address in Singapore.


2. Apply for the appropriate license. The type of license you need will depend on the activities of your call center. There are two types of licenses available:

  • Facilities-based operator (FBO) license: This license is required if you will be operating your own call center facilities.

  • Services-based operator (SBO) license: This license is required if you will be outsourcing your call center services to a third-party provider.

3. Find a suitable location. Your call center should be located in a commercial area with good access to public transportation. You will also need to make sure that your premises are approved by the Urban Redevelopment Authority (URA).


4. Purchase the necessary equipment and software. This will include computers, headsets, and call center software.


5. Hire and train your staff. Your call center agents should be able to provide excellent customer service and be knowledgeable about your products or services.


6. Test your systems. Before you launch your call center, make sure to test your systems thoroughly to ensure that everything is working properly.


Here are some additional tips for setting up a successful call center in Singapore:

  • Make sure that your call center is well-organized and efficient.

  • Invest in training and development for your staff.

  • Track and measure your performance so that you can identify areas for improvement.

  • Provide excellent customer service.


If you need help setting up a call center, there are a number of professional consultants who can assist you. If you are new to setting up a call center, it is a good idea to consult with a professional who can help you with the process. Bestar Singapore


Bestar Professionals can Help You with the Process

Setting Up a Call Centre


Bestar is a good option to consider for consulting help with setting up a call center. We are a company formation service provider with a comprehensive range of custom company incorporation, registration, accounting and financial compliance services.


Bestar can help you with the following aspects of setting up a call center:

  • Company registration: They can help you to register your company in Singapore and obtain the necessary licenses.

  • Staff recruitment: We can help you to recruit qualified call center agents.


Here are some of the benefits of working with Bestar:

  • We have a team of experienced and qualified professionals who can help you with all aspects of setting up and managing a call center.

  • We offer a comprehensive range of services, so you can be sure that you will get all the support you need from one place.

  • We are committed to providing our clients with excellent customer service.

If you are serious about setting up a call center in Singapore, contact Bestar for a consultation.



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