Call center implementation process?

Question

Call centers

There was a need to introduce a Call-center, due to the fact that before that I had not dealt with Call-centers, I decided to find a third-party company that organizes and implements it. After talking with the manager, he said that, taking into account my business needs, I need a call center (he said so), and not ip telephony, as in telephony it is impossible to determine and form a client card when making calls and. He said the following about the price. Implementation will cost 70k and take up to 7 days (integration with CRM, routing and other things) server 2k per month, 10 jobs of which 5 operators, and 5 employees with dedicated numbers will cost 13k per month, about phones he said that operators do not need them, because they will have a headset. So we multiply 5 phones by 3k and that 15k per month (one-time payment) Hence the question, are the prices adequate? And generally speaking,

Answer 1

The price is reasonable and even low.
All box solutions cost money.
There are free platforms for building call centers - but they need to be turned by hand.
Every business is unique, so you can't take and customize everything out of the box (there should be a picture of a friend from the Lord of the Rings). Often you need to twist here, attach a whistle here, change the color.
Phones can and should be abandoned (although operators say that it’s more convenient to poke buttons in any way - a matter of budget) - it is still being replaced by IP (SIP) softphone (program). Total - one-time costs for headsets.
It is not quite correct wording that this is not an IP, but, yes, a call center is much wider than a direct incoming telephone number and the ability to call from outside. These are queues, outgoing, incoming - integration with CRM and other fakes.

Answer 2

First try oktell if infinity is rented, and then you can take the box. Keep in mind that the call center is different for the call center. Many boxed "call centers" do not include operator scripts that allow you to automate the responses of your employees, and then collect analytics. Queues, voice menus, and even integration with crm is only half the battle.