How to Set Up a VoIP Call Center on Time and on Budget

Setting up a VoIP call center isn’t as complicated or expensive as you might think. With the right tools and planning, you can have a fully operational call center within your budget without sacrificing the features you need.

This guide will walk you through how to do just that, as well as give you advice from someone who has set up a few of these accounts.

Create a Call Center RFP

A call center request for proposal (RFP) is a formal document that highlights why you need call center software, what the ideal contact center solution would look like for your situation, what your expectations are, and what your budget is.

This isn’t something you should just throw together. It’s important to get all your teams involved so you’re not caught off guard later.

The last thing you want is to find out that someone needs a specific feature that you didn’t know was important. At best, you start the process over. At worst, you just signed a year-long contract for software that doesn’t meet your needs.

Your request for proposal should include at least:

• Company details: Talk about your vision, values, and business goals, as well as your target audience, competitors, and elevator pitch. This gives potential sellers a general idea of ​​what you do.
• Project Overview: Identify the challenges you currently face, what you want to be able to do with your call center software, what features you need, a list of devices if you already have them, and details such as monthly call volume, hours of operation, and the types of calls you will handle (inbound vs. outbound, sales vs. customer service, etc.).
• Project budget: Let them know what your price range is so they can see right away if you’re in the same league. You should also note if there’s any wiggle room in your budget.
• Preferred timeline: Make a note of when you plan to implement your system, any key milestones you have, and a time frame for selecting the best candidate. A specific review date gives them a reason to get back to you in a reasonable amount of time.
• Minimum requirements for supplier: Explain any requirements you have, such as whether you prefer a vendor that is nearby, one that has industry experience, meets HIPAA or other stringent guidelines, a team that will work within an SLA, or a partner with a proven track record of working with companies the same size as yours.
• Submission Requirements: Let them know what you expect from them, whether it’s a formal quote or proposal, a brochure explaining their services, a presentation, or something else entirely that will help you make the best decision.

SEE: Discover the 20 most important call center features to consider.

Submit your call center request for proposal to potential vendors

RFP in hand, it’s time to get it in front of the right people. It starts with putting together a list of vendors who are likely to be able to meet your needs.

You can do this by conducting online research, getting recommendations from friends, reading case studies and customer testimonials, or attending in-person events like trade shows, conferences, and forums.

Then decide how you want to distribute them. Most companies send them via email or through an online form. You can also post them publicly on your website or online forum.

The latter option can help you reach a wider range of suppliers, but you may end up with people who won’t really be able to help you.

You can use a simple checklist or project management tool to keep track of everything you receive. As the deadline approaches, be sure to send follow-ups to any vendors who haven’t sent you a quote yet.

Choose the best options and plan your presentations

Now is the time to thoroughly review all the offers you receive. You can also do your own research on other companies if you wish.

Pay close attention to the value for money each vendor offers.

It’s not just about the number of features, but more about the features you need to achieve what you’re looking for. A provider may have all the bells and whistles at a seemingly great price, but having to pay extra for one feature you can’t live without can make it more expensive than something else.

Then schedule demos with the top four or five that seem to best meet your needs at the right price. Custom demos are best so you can ask questions.

Free trials are great, but don’t treat them as a replacement for a demo. Talking to a salesperson is a crucial step that many companies skip. Sure, it sounds inconvenient, but it gives you a chance to really dig in and see the solution in action.

You may be able to negotiate a better price if they know you compared offers.

SEE: Learn the real costs associated with a new VoIP system.

Register to get the best offer and provide your phone number

During the sign-up process, you will be able to choose your phone number. Many providers include a free toll-free number or a local number at no extra cost. If you already have a number that you want to keep, you can transfer it to a new provider.

While the transfer process is simple, it can be time consuming.

You will need to notify the company managing your current number, start the process with a new provider, fill out the necessary paperwork, and potentially write a LOA (Letter of Agency).

From there, you’ll have to wait for the transfer process to complete, during which time you’ll have to pay for both services.

In most cases, you’ll be given a temporary number by your new VoIP call center provider to use while you wait. Once your old number is ready, everything will be transferred.

Once you have established your main number, you can add all users and assign them direct or extension numbers.

Buy Equipment (if needed)

Many businesses don’t need any hardware at all. If you plan on having your team use mobile phones or computers (softphones), you only need to consider purchasing headsets.

If you need landlines, some VoIP providers sell equipment directly or let you lease it directly from them. Buying directly from a provider means your devices are pre-configured—all you have to do is plug them in when they arrive.

However, this is the most expensive solution — new phones typically start at around $100 each and can go up to $600 or more.

If you want to configure the devices yourself, you can buy them from other manufacturers or opt for refurbished phones.

Already have phones you want to keep? IP-enabled phones are already capable of connecting to the internet. All you need to do is make sure they’re compatible, set them up in your online account, and connect.

For analog phones, an adapter is required, which can be purchased directly from your VoIP provider.

Set up your new VoIP call center system

While you wait for the number transfer process to complete and the hardware to arrive, you can begin configuring your new system.

To get started, download and install your provider’s desktop and mobile apps. From there, you’ll be able to configure voicemail settings, forwarding settings, pre-recorded messages, call routing rules, IVR menus, and settings for all users. It’s worth spending some time getting used to everything.

Many providers provide a getting started guide or checklist, or you can contact them directly if you need help.

If you are using the softphone feature, you can skip this step and move on to the next one.

Otherwise, you’ll need to configure the phones. Pre-configured devices don’t require much beyond unpacking and plugging in. For third-party phones, refurbished phones, or existing phones, the first step is to register the Media Access Control (MAC) address for each one.

This is a 12-digit code that identifies devices on your network. They are usually located on the bottom of the phone itself.

Once devices are registered, the network will allow them to operate within it.

At this point, you may also want to implement a firewall and/or VPN to further protect your system. While high-quality providers offer top-notch security, it’s never a bad idea to go the extra mile.

SEE: Read my top tips for a hassle-free VoIP installation.

Train your team

Once everything is in place, all that’s left is to train the team. It can be tempting to rush through this step and assume that everyone will get the hang of it eventually.

For some teams, this may be the case. However, what has always worked best for me is extensive training in small groups. Taking the time to understand where users are confused can help you further refine your system and teach them in real time.

You will also be able to conduct situation simulations and role-play exercises using the system to ensure that students know what to do in each situation.

Many call center solutions also include live call monitoring features (such as whisper, barge, and takeover) and call recording. Together, these can help you develop further training programs for new agents.

Don’t forget to train them on two-factor authentication and creating strong passwords.