CONTACT CENTRE DESIGN & IMPLEMENTATION

Contact centre setup, from phone system to trained staff

We set up the phone system, connect your customer records, recruit and train the staff, then manage the day-to-day operation. We can establish a remote operation or a fully equipped, office-based contact centre, or expand an existing service.

Platforms & telephonyCRM & workflowsPeople & trainingInfrastructure & accessTesting & launch

Plan your contact centre

Contact centre team handling customer conversations

WHAT WE DELIVER

What your
contact centre setup includes

We can manage the complete setup or work on the parts your team needs help with. The aim is an operation that works in practice: calls reach the right staff, customer information is available and people know what to do.

DESIGN & ESTABLISH

Recruitment and preparation

We agree the agent and supervisor roles, then recruit and prepare staff for the work. Training includes practice conversations. Before launch, we also settle rosters, coverage and who will coach the team.

SOURCE & CONFIGURE

Phone system and agent access

The phone setup covers numbers, queues, outbound calling and opening hours, including transfers and recording settings. We configure agent access, equipment and connectivity for remote staff or an office-based team. For a physical centre, we can also organise the workstations, telephony and on-site technology setup as part of the agreed scope.

CONNECT & IMPLEMENT

CRM connections and follow-up

We connect the CRM and enquiry sources to the calling process. Together we agree what agents can see and update, and where follow-up should go. We then test that an enquiry reaches the right person with the notes they need.

LAUNCH & HAND OVER

Testing and launch support

Before going live, we test calls, customer records and escalation. We then manage the launch and daily operation, with operating documentation and reporting. If your managers will run the service, we agree that handover separately.

YOUR CONTACT CENTRE AT LAUNCH

VoiceEmailDigital

01 / YOUR CUSTOMER CONTACTCustomer journeys
across channels.

02 / PEOPLERecruited & trained staffAgents · Supervisors · Training

03 / SYSTEMSConnected customer recordsCRM · Calling · Follow-up

04 / MANAGEMENT & QUALITYPerformanceAssuranceContinuity

STAFFING IS PART OF THE SETUP

Preparing staff for your customers

Staff need to understand the customers they’ll speak with, as well as the software. Recruitment and training are planned around the actual work.

Recruit for the role

Start with the skills and availability the role requires. We use that brief to select and onboard staff, whether they’ll be answering enquiries, making sales calls or handling administration.

Train for your customers

New starters learn your products and how to use the customer systems. Conversation guides and supervised practice help them understand what they can resolve themselves and when to ask for help.

Keep the team supported

We manage rosters, cover and support during calls as part of the managed service. If your team will manage the operation, we agree those responsibilities before launch.

AFTER LAUNCH

We run your contact centre after launch.

We take responsibility for the people, systems and daily service after launch. Setup and consulting for an internally managed operation are also available if that is what you need.

We manage the service

We manage the staff and day-to-day service. You receive reporting against the measures we’ve agreed, with a contact for issues that need your attention.

Explore managed services →

If you prefer to manage it internally

Your managers take over the configured system, operating instructions and training records. We provide the launch support agreed in the proposal.

ENGAGEMENT QUESTIONS

Questions about setting up a contact centre

Can you work with our existing technology and internal teams?

Yes. We can keep your existing platform, CRM and staff, then fill the gaps in setup, integration, recruitment or training. We work alongside your team and suppliers rather than replacing what already works.

Can setup and ongoing management be combined?

Yes. We can set up the contact centre, recruit and train the team, then take responsibility for its daily operation. You can also retain management or start with a smaller outsourced function.

What determines implementation scope and timing?

Timing depends on how many staff you need, the phone and CRM work, and whether we’re moving an existing service. Supplier and procurement lead times also matter. We set out those dependencies in the proposal.

YOUR NEXT STEP

Tell us what your contact centre needs to do.

Tell us what customers will contact you about, roughly how much work you expect and when you need to start. We’ll discuss what you already have and what needs setting up.