MSYoung

To add to what rwhite said, sit down with the person or group that wants the call center to find out what exactly they want. If all they heard was that a call center is a good idea and that you should have one because all important companies have one, you have some research ahead of you.

While a call center itself is not that difficult to do, I do not recommend that as your entrance to phone work because the learning curve will be steep if you have never done phone work before.

To second rwhite's comment, look for a local vendor with call center experience. They will know the right questions to ask your management and will be able to explain the options so that you get what you are expecting to get. A poorly designed call center is worse than no call center.

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Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty