Want to know how to start a successful call center? We’re happy to help! In this article, you’ll read what’s involved and get valuable tips for setting up your own virtual call center.

What is an inbound call center?

An inbound call center handles all incoming calls. Customers and interested parties contact your company and are assisted. Here are some examples:

1. Customer service

A telephone customer service is the central point of contact for customers with questions. Calls are often forwarded to the correct department, such as helpdesk, administration, or sales.

2. Helpdesk

A helpdesk is ideal for technical support. There are often multiple levels of support: first-line employees with broad knowledge and specialized second-line or third-line employees.

3. Order line or reservation line

From ordering a taxi to booking a holiday, a reservation line is essential for companies that want to stimulate direct sales. This type of call center is often kept low-threshold with a local or free number.

4. Telephone consultation

With a telephone consultation, you offer consumers quick access to professional advice, such as legal advice, medical help, or tax guidance.

Setting up a virtual call center

Setting up a call center doesn’t have to be complicated. With the right preparations, you can lay a strong foundation:

  • Assess the demand: Think about the number of calls you expect and how long conversations last on average. This will help you plan the necessary staff and opening hours, as well as the type of phone number.
  • Choose the right technology: With our tools, you can easily set up a virtual call center. At Belfabriek, you get features such as a welcome message, queue, and real-time statistics to improve your customer experience.
  • Decide who answers the phone: You can opt for an in-house call center, where you or your team handle phone calls. Or choose a facility call center and outsource the work partially or fully.
  • Use the right phones: Whether you work with mobile phones, VoIP, or landlines, Belfabriek ensures that calls always reach the right person, at home or in the office. When you expect a lot of calls, it is most comfortable for your colleagues to call with a headset connected to a computer or a fixed desk phone. But even if you only use mobile phones at the beginning, you can work perfectly with Belfabriek.

Virtual call centers: Flexibility and growth

With a virtual call center, you can flexibly respond to the needs of your company. Easily add new agents or remote workers to your team via our call team page. Everyone can indicate in real-time whether they are available, so incoming calls always reach the right person.

Our tools make it possible to start an inbound call center small and let it grow later. With a virtual phone number, you can forward callers to all connected devices, regardless of location. This makes starting a call center easy and affordable.