How To Start A Call Center in 2022 (Processes, Tips, Tools)

how to start a call center

Are you looking to start a call center?

With loads of businesses looking to outsource their call operations, running your own call center continues to remain a lucrative business in 2022!

However, that doesn’t mean you can do it overnight.

In this article, we’ll go through everything you need to know before setting up your own call center.

Here’s what this article contains:

(Jump to a section of your choice using the links given below)

Let’s get started.

Planning Your Call Center

1. Decide the Setup and the Focus of Your Call Center

Before you start your call center company, you need to decide on the type of call center you want to run.

A. Setup

Your setup determines the structure of your call center. You can choose to run an on-site call center or a virtual call center.

Here’s a breakdown of these two setups:

1. On-Site Call Centers

On-site call centers operate from a central location. All your employees will work at the office, and all your work will be handled there.

An on-site call center is a great option if you want to build your business at a fixed location and cater to large companies or businesses with high compliance and security requirements. This is also a good option if you’re going to hire a large team as you can easily source local talent manage them from a central location.

Running an on-site call center in an urban area can get you perks like high-speed internet and easy access to public transport. It’ll also be close to other small business operations that could potentially use your call center services.

However, running an on-site contact center can be expensive. Rent in most cities is high, and you’ll likely have to pay a premium for utility services in the city.

To combat this, most companies offshore their on-site call centers. They open them in foreign countries where:

  • Rent is cheaper.
  • Setup costs are minimal.
  • Wages are lower.

2. Virtual Call Centers

A virtual call center is a business that is usually entirely remote. Your employees will likely work from home, and most of your interactions and operations will be via the internet.

A virtual call center is a good option if you don’t have much money to spend on setup costs.

As your operations are carried out by your employees remotely, you won’t have to pay for overheads like rent, electricity, and the internet.

However, this comes with its fair share of issues.

Managing a large remote workforce isn’t easy – especially if you don’t have the right tools. You’ll find it hard to measure productivity and gauge work performance. Also as your employees work by themselves, they can feel lonely and isolated – lowering their morale and productivity.

So if you are planning on going virtual, you should seriously consider using the right productivity software and performance monitoring tools.

B. Focus

The focus of your business determines the services you provide. You can focus on outbound call services or only respond to incoming calls.

Here’s a closer look at each one:

1. Outbound Call Centers

An outbound call center only focuses on outgoing calls. They engage in cold calling for sales, telemarketing, conducting surveys and setting up appointments.

Here is our complete guide to Outbound Call Center.

2. Inbound Call Centers

An inbound call center specializes in services like taking orders, providing customer support and responding to inquiries. They don’t make any calls to customers – they just receive calls from them.

Learn more about Inbound Call Center here.

C. Industry

It’s also important to zero-in on a particular industry for your call center operations.

Remember, specific industries, like the medical industry, require a level of expertise that you may not already have. Carefully go through potential clients you’re comfortable working with to decide the type of business that comes your way.

2. Decide Your Goals

It’s important to outline your goals in a business plan before you start setting up your call center.


Because your goals are going to dictate:

  • The number of employees you hire.
  • The kind of operations you’ll handle.
  • The processes you’ll implement.
  • The costs you’ll incur.

For example, if your goal is to reach a specific revenue target, you’ll have to hire a certain number of people and bill your clients at a particular rate.

Creating goals is a great way to scale up your business because it breaks your progress down into achievable parts. You can constantly chip away at your goals to grow your small business consistently.

3. Find a Suitable Location

The location of your call center plays a big part in your success.

While you can set up a local business, offshoring it may be more cost-effective.

But where do you offshore your call center?

Countries like the Philippines are great locations to consider when setting up a call center. They offer you:

  • Minimal setup costs.
  • Favorable corporate laws.
  • Lower wages.

However, offshoring to foreign countries can be risky if you don’t know what you’re doing. Team up with a local lawyer to understand the costs involved and the permissions you need with each country.

4. Deal with the Paperwork

Starting any business involves going through tons of paperwork.

Talk to your local government agents to obtain any permits you’ll need to open your call center. You may even have to file paperwork for a virtual call center – so carefully go through the existing laws and regulations.

If you’re planning on offshoring your business, you will have to talk to a lawyer regarding the necessary paperwork. Different countries have different laws – so carefully go over them before doing anything.

5. Establish a Budget

Running a call center isn’t cheap.

You’ll have to spend on:

  • Call center equipment.
  • Salaries.
  • Business registration fees.
  • Websites and marketing.

If you’re not careful with your money, you can easily overspend on things your business doesn’t need. However, it’s also important to note that your budget will vary based on the setup and focus of your company.

For example, an on-site call center will have way more admin costs than a virtual business. You’ll have to spend on:

  • Rent.
  • Electricity.
  • High-speed internet.
  • Office equipment.

Similarly, an outbound call center uses different equipment than an inbound call center. While an outbound call center largely relies on CRM software, your inbound call center may depend heavily on knowledge databases and help desk software.

Decide on a budget that’s realistic for your setup. Align it with your goals to give yourself enough breathing room to grow at a consistent rate.

Hiring the Right People

hiring remote worker

1. Decide How Many People You Need

To run a successful call center, you need the right number of employees:

  • Hire too many and you’re looking at unnecessary costs.
  • Hire too few and you’re going to be understaffed and miss your targets.

So how do you arrive at the right number?

By analyzing your call center setup.

For example, if you’re looking to run a virtual business, start with a small, experienced team.


Firstly, they’re a small team – so it’s easier to manage them – even if they’re remote.

Secondly, as they’re experienced, they’ll already know the ins and outs of the industry. They’ll work fairly independently and can help you stabilize your operations faster.

For an on-site call center, you can hire anywhere from 50 to 100 agents.

Sounds like too many employees?

Not really.

Remember, setting up an on-site call center business is costly, so you’ll need to amp up your revenue. You’ll need that many employees to help your call centre reach its revenue targets.

To lower your spend on salaries, consider hiring a balanced mix of trainees and experienced agents. Your experienced agents can guide your trainees on the job to keep your business running smoothly.

2. Establish a Recruitment Process

Your hiring process should be transparent, thorough and quick.


There’s a lot that goes into managing a call center. You can’t be wasting hours on each candidate!

However, remember to tweak your recruitment process to align with your setup.

If you run an on-site call center, your recruitment processes will mainly target people in your city. This can help you find quick replacements for employees, but not every candidate may be skilled enough for the job.

Consider giving them an assignment before you offer them a job. This will let you determine their skill level and competency. It’s also a good way to see if they’ll fit in with your company’s work culture.

Virtual call centers can widen your hiring scope as you can recruit agents working from different time zones. However, it’s harder to monitor remote employees (unless you use employee monitoring software.). To combat this risk, hire them on a part-time trial basis to test them out before offering them a permanent position.

In addition to this, ensure that you test your candidates on these important call center qualities:

  • Confidence.
  • Tone.
  • Empathy.
  • Attention to detail.

A good call center agent needs all these qualities to deal with customers in a way that increases customer satisfaction. It’ll help put customers at ease and ensure that they leave with a positive customer experience.

3. Establish Training Programs

Being a call center agent isn’t easy. You can’t just turn up and be great at it.

Most call centers use rigorous training programs to ensure that their agents are capable of dealing with their daily phone calls.

In most cases, call center agents should be skilled at:

  • Communicating effectively with callers.
  • Empathizing with customers.
  • Maintaining a high service level.

Consider going over recorded phone calls with your trainees to help them identify what they should and shouldn’t do. It’s also a good idea to educate them on the different tools they’ll be using. For example, if you’re using a tool that helps your time management, you’ll have to show them how to use it.

Use the Right Tools

call center tools

1. Business Phone System

A typical call center handles a large number of calls every day. Unfortunately, a basic phone system can’t handle such a large volume of calls. To manage this call volume, you’ll need to invest in a dedicated business phone system.

Here are your best options:

1. PBX (Private Branch Exchange)

These systems operate through physical phone lines and traditional handsets. This is a good option if you’re running an on-site office and renting office space on a long term basis.

2. IP PBX (Internet Protocol Private Branch Exchange)

This system handles communications through VoIP (Voice over Internet Protocol). This allows your agents to use phones that are routed through an internet connection instead of traditional phone lines. This system is lighter than PBX; as the server can be placed in-house or even remotely.

3. Virtual VoIP (Voice over Internet Protocol)

Virtual VoIP is currently the most popular business phone system. It requires no hardware setup as every call occurs through an app on your desktop. You only need a pair of headsets to operate, and the server can be accessed remotely. This is the perfect option for a virtual call center.

2. CRM (Customer Relationship Management) System

Call center agents need an easy way to store and access customer records. This makes it easier for them to interact and engage callers.

Think about it.

If you have all their details available on call, you’ll be able to address their concerns better, right?

Except, how do you store and access this information?

Through a CRM.

A CRM stores all your customer data and presents it to your agents whenever they need it. With a CRM, you can manage thousands of contacts with the click of a button!

If you’re using a VoIP system, look for a CRM that integrates with it to make it easier on your agents. As it’s integrated, whenever a customer calls, you’ll instantly have all their details pop up.

3. Internal Communications System

Internal communication plays a huge role in your call center’s success. Your agents need to be able to communicate concerns with each other and reach out to supervisors when they need to.

Many business owners think investing in an intercom will do the trick – and while that may help in-office employees, it’s not useful to virtual teams.

If you’re managing a virtual call center, consider using instant messaging apps like Slack or Fleep. They allow your agents to collaborate over calls and tasks to get things done quickly. These apps also have channels/groups that you can use to communicate with specific people such as client-specific teams.

4. Performance Monitoring Tool

Call center management isn’t a piece of cake.

You’ll have to:

  • Look for new tools.
  • Manage finances.
  • Oversee client onboarding.
  • Implement your business ideas.
  • And tons more!

As you have so much to oversee, you can’t afford to spend hours manually monitoring your employees, right?

But at the same time, you can’t afford to leave them unsupervised. This could lead to productivity nosedives and lower customer satisfaction rates.

So what do you do?

You invest in a performance monitoring tool like Time Doctor.

Time Doctor is a powerful monitoring tool. It will:

  • Monitor what your employees are doing during work hours.
  • Track the time they spend on calls and tasks.
  • Help you bill clients for work done with accurate work records.
  • Identify time-wasting activities.
  • Help you separate your productive and unproductive employees.

time tracking for remote teams

Here’s a closer look at what Time Doctor can do for you:

1. Give You Accurate Project Reports To Bill Clients

Time Doctor accurately monitors the time your employees spend on projects and tasks to help you identify how much time it took them.

With the Projects Report, you’ll see a breakdown of how much time a particular project took and which employees worked on it. You can create billable records from these reports to bill clients on an hourly basis.

projects report breakdown

2. Ensure That Your Employees Are Actively Working

Are you concerned that your employees are passing off idle time as productive hours?

Time Doctor has a built-in inactivity tracker that stops tracking time after three minutes of inactivity. This way, your employees have to be actively working on a task for their work to be recorded.

time doctor distraction management

Note: Time Doctor tracks keyboard and mouse activity to determine activity levels. However, it does not track which buttons were pressed for privacy reasons.

3. Keep Your Employees Focused On Their Work

With Time Doctor, you won’t have to worry about your employees accessing unproductive sites during work hours.

Whenever an employee accesses an unproductive site (like shopping or social media), Time Doctor shows them a pop-up asking them if they’re still working.

This nudge is enough to get them back to answering and receiving calls.

distraction management

You can also access individual “Poor Time Usage” reports for each employee. This report highlights what unproductive sites they accessed, when they accessed it and how long they spent there.

poor time use report

4. Integrate with workplace software

Time Doctor can instantly integrate with other call center software to streamline your operations. You can integrate Time Doctor with your CRM, help desk software, and even your accounting tools to maintain productivity at all levels.


With tons of businesses looking to outsource their help desks and call center operations, setting up a call center can be a very lucrative business decision.

However, running a call center is not easy.

You’ll need to plan it carefully, hire the right people and use the right tools to keep things running smoothly. Performance monitoring tools like Time Doctor are invaluable to call centers, so why not sign up for it and give it a try yourself?

Try Time Doctor Free for 14 days

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  • Avatar Nouman Khaleeq says:

    I am Nouman khaleeq from mardan i want to setup my own call centre i need a partner who have knowledge how to run call center.

  • Avatar MD zafar says:

    My name is Zafar I am from north Kolkata
    I want to open my own ( United Kingdom based Household survey ) Bpo
    I already done this work as a team leader but now I want to open my own so if I want your help to provide me clients or if anyone is interested so ping me up
    . sagrox555 @ as soon as you can .
    Thank you

  • Avatar Msb says:

    Hi I would like to start a outbound call center here in the philippines.can anybody help me from step 1? Or how where to find clients?

  • Avatar Arockiya says:

    hi sir good evening I am arocki from India (chennai) I want to start a business call center can u give me information

  • Avatar Cherry Cabutaje says:

    I am interested to set up a call center here in the Philippines

  • Avatar Jessica says:

    Hi, I’m interested in starting a call centre business in South Africa, could you please assist?

  • Avatar Monu says:

    I am from India and I wanna setup a call center in delhi can we talk

  • Avatar Shehzad says:

    I am shehzad from karachi i want to setup my own call centre i need a partner who have knowledge how to run call center.

  • Avatar Ekta says:

    I am ekta from india ( delhi NCR region) and i want to set up my own call centre , please if you could guide me about the same it would be very helpfull, i have worked in a call centre for few months so i am bit aware about outbound process .
    It would be highly appreciated if you would do this needful to me .


  • Avatar Joy says:

    Interested to start an on-site inbound/outbound call center in Southern Luzon Philippines for 10-20 agents. I have already talked to possible internet provider and equipment supplier. With potentially talented agents to hire. Also have an office area suitable as workplace and a small amount to invest in. I only need referrals to companies who needs customer service relations. Can anyone kindly refer to me possible clients?

  • Avatar Ram Krishna says:

    Hi Sir i am Ram Krishna i want start open call center in Bhubaneswar work space is 25-30 employee but
    want to 15-20 employee first. i technical support banking process or business process. i am already working
    As Technical support engineer in banking & non banking project IT related. my colleague Malya raj Swain have
    wide Area in Bhubaneshwar to open call .

    contact no.8327794484

  • Avatar amarendra kumar dinker says:

    I want to start my own call center , I have a big office area and I have capital to start a call centre with 10-15 employees . I am willing to work in Outbound/Inbound process ,Form filling, Data Verification etc . Is here anyone who can provide an opportunity?

  • Avatar Edward says:

    My name is Edward and I am based in Sandton, South Africa. I am planning to set up small an on-site call centre here in South Africa with an average of 10 agents or less.
    Kindly please advise and assist.

    • Avatar jamil ahmed says:

      i am also interested to open a call centre kindly tell me how i can connect with the clients for business i will thank full to given information. thanks

  • Avatar CLK says:

    Hi, I am planning to start a small virtual call center here in Germany but my agents are in the Philippines. It will be outbound & inbound. Please help me how to go about setting up, including which equipment/software to use, how to bill clients (per call or per minute?) and also, how agents should be paid, per call or per successful transaction or fixed monthly salary? Please help. Thank you.

    • Avatar lizzy says:

      I’m selling our slightly used VOIP Phones and server for your call center needs. It’s perfect if you’re planning to put up a small office here in the Philippines. Around 25+ Cisco IP Phones and 48 ports cisco switch. I can have it set up for you I have an IT guy and I can also refer you to VOIP provider too. You can save as much as 400-500usd per month for a cloud based VOIP server— you wouldn’t need that.
      I can also assist in registering your company. I’ve assisted small start ups call center before. contact me via email


    • Avatar Tor says:

      Hi CLK
      I’m involved in a call centre in Philippines. I’m a Swedish citizen. I’m interested if we could work together please contact my mail
      Thanks Tor

    • Avatar zaido says:

      Hi CLK, i’m from phil and if you’re having any trouble hiring good agents. feel free to contact me.

  • Avatar maruti says:

    hi sir good evening I am Maruti Suryawanshi from India (Mumbai) I want to start a business call center can u give me information

  • Avatar Anna says:

    Hi there, this is Anna..
    I’m planning to put up a call center business in th Philippines.. But I don’t know on where should I start.. Could you please help and assist me? Thanks so much

  • Avatar ABHISHEK KUMAR says:

    HIII.. Hello sir I’m from India I’m planning to start my own call center IN DELHI , help me for this.. how to start.

  • Avatar Thabo Makoe says:

    My Name is thabo and i am planning to start a call centre in South Africa with at least 10 agents for a start, can you please advice on how to go about

    • Avatar Yitzi Gilbert says:

      Hi Thabo, my name is Yitzi Gilbert. I’m also from South Africa and I am also looking to get into the call center business. Please reach out to me if you would be interested in discussing more.

    • Avatar David Hleli says:

      Hi Thabo
      I am based in Alberton East Joburg RSA, with interest in the call center field, lets talk

  • Avatar Alex says:

    Hello there
    I’m Alex I am setting up a call center here in ethiopia …so as to provide marketing and pricing info on selected items …within a limited agents up to 6…and would you give me some insight …and advise ..especially …on getting market to us from both consumer and bussiness areas

  • Avatar Clinton Yap says:

    Willing to start call center here in the philippines with 10-20 people. Kindly help me. thank you.

  • Avatar Laxman verma says:

    I would like to start a call center business here in Zimbabwe. Around 100or less employees to start with. Please help

  • Avatar Rahul Dabhi says:

    Hi, I am planning to start a call center business in Bangalore. please help me how to start the business

  • Avatar Demetree says:

    Hello, I am looking to start a call center from scratch. How do i get started.

  • Avatar Amirul Hoque says:

    Hi ,
    I want to start my own call center , i want to start a call centre with 10-15 employees . I am willing to work in Outbound/Inbound process ,if have any process please let me know & i am from kolkata.

  • Avatar manoj says:

    Hi, I am planning to start a call center business in Bangalore. please help me how to start the business

  • Avatar Afzal Ansari says:

    I m looking to start a call center anyone have process let me know,

    Afzal Ansari

  • Avatar Agustin Garcia says:

    hi looking to set up a remote call center in the Dominican republic, from Zero have 7 years of experience what would you subject ?

  • Avatar Kishoarcanthan Nadaraja says:

    I am planning to start a call center in SriLanka. Looking for a proposal.

    Thank you

  • Avatar Sibuselaphi Sibanda says:

    I would like to start a call center business here in Zimbabwe. Around 10 or less employees to start with. Please help.

  • Avatar saul k says:

    There are no call center service providers in Uganda. Any one willing to start up one, kindly get in touch with me.

  • Avatar Hasnain Hamza says:

    I am planning a new call center in Pakistan so kindly tell me how can I start and how get ddv and good client ?
    if anyone help I appreciate that

  • Avatar Ernest philome says:

    I have a great location in Haiti while leaving in the USA. I Would like to open a call center business over there or looking for partner to bring a call center there.

  • Avatar Rachel Arrieta- Cembrano says:

    We are an Advertising company in the Philippines that is willing to lead a BPO industry here in the Philippines. We have great Marketing support team and ready equipments for set-up!
    For possible clients and collaboration please contact me.
    See you!


    I am planning to set up a call center business of around 300 agents, Any one knows how i can connect with clients for business.

    I will appreciate any ideas given

  • Avatar Neeraj says:

    Hi ,
    I want to start my own call center , I have a big office area and I have capital to start a call centre with 10-15 employees . I am willing to work in Outbound/Inbound process ,Form filling, Data Verification etc . Is here anyone who can provide an opportunity?

  • Avatar Sunit Kumar says:

    I am willing for a start up in delhi. Can you help me.

    Sunit Kumar

  • Avatar Nilesh Shelke says:

    Hello Mr. Arvind Vishwakarma

    We have also doing startup for call centre and intrested to join your team connect us on so that we will plan for further process.

  • Avatar Bongeka says:

    I’m willing to open a call center around KZN but I haven’t find people to assist me on opening and runing my business. I’m looking for sponsors and investors since I don’t have enough capital.


  • Avatar Espoir says:


    I am planning to set up a call center business of around 300 agents, Any one knows how i can connect with clients for business.

    I will appreciate any ideas given


  • Avatar Bob Lloyd Magno says:

    I am planning to establish a call center that will have at least 200 seats. Anybody can provide a businessproposal.


    • Avatar Arvind Vishwakarma says:

      Hi Bob,

      We are one of leading advertising company in Mumbai and we are planning to setup our own center with our products if you want you can join with us.

      We deal in all lavish lifestyle products.

      Feel free to connect with us for more information.

    • Avatar saul says:

      Hi Bob, is it possible for you to set it up in Uganda

    • Avatar Gezim says:

      Hi Bob,
      If you are interested to set up you call center please come here in Kosovo a country with the youngest population in Europe

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