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Implementing an In-House Call Center

The checklist has been organized into the following areas of concentration:

  • Strategy
  • Location
  • Technology
  • Staffing
  • Operations


There are several scenarios under which you may need to implement a new call center for your organization. That need could be arising from:

  • An existing call center that is growing and is ready to jump into the deep end of the call center pool. Therefore you are treating this fundamentally like a new call center because you want to make all the right decisions now that you have that opportunity.
  • An existing call center that is currently outsourced and you have the desire to bring that function back inhouse to your organization. Typically in an outsourced scenario, it’s been a few years since this function was outsourced so having a refresher will get the creative juices flowing again.
  • An organizational expansion to support a new contract or project or a new product launch. In this case, it truly is a brand new call center.

In all three of these situations, you now need to develop a game plan to build out this new call center group. This checklist takes the approach that your call center is a blank piece of paper and you are starting from scratch. In reality, you may already have answers to some of the topics covered based upon your organization. That just means you are a few steps ahead and you can just check those boxes off and focus on the other areas that still need to be addressed.



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