2. Calculating Call Centre
Creation Investment Costs

3. Calculating Call Centre Creation Investment
Costs
If you're considering creating your own in-house back-office support or customer
care centre you will need to start from the bottom up. Here's a list to tick off and
get you going:
 Consider the floor space – do we have enough space?
 IT infrastructure
 Software Licencing
 Wages

4. Calculating Call Centre Creation Investment
Costs
 Research and analysis of the company processes
 Staff turnover, recruitment costs and training costs
 Reference manual creation and updating
 Supervisory roles may need to be created to monitor quality and assess
training requirements
In most cases, it may be cheaper to opt for an overflow service from a third party
call centre instead of extending your own or outsourcing the full service.