Q. I would like to start a call center. What do I need to get started?
A. Before you can start a call center you must have multiple layers of infrastructure in place. You need physical space dedicated to telesales, dedicated agents for this part of your business, policies and procedures, recording hardware and software, storage capacity, a business model, proven lead generation techniques, much more and most importantly, an upline with a track-record of successful telesales and the ability to execute site-visits and help coach you through the meetings you will have with each carrier that allows phone-based sales. The infrastructure will also include compliance. There are several rules and regulations when it comes to Medicare and Call Centers. For instance, Call Centers are required to follow scripts. Eighty percent of incoming calls must be answered within 30 seconds. Average hold time cannot exceed two minutes. For the complete instructions, you can visit CMS.gov.
-Answered by Adam King, Regional Vice President
Adam King is a Regional Vice President in Medicare Sales at Agent Pipeline. Adam has been with Agent Pipeline for over 7 years. Adam is a Medicare expert in the markets of Texas, Montana, Idaho, Wyoming, Oklahoma, Tennessee, Georgia, and Alabama. If you would like to speak with Adam directly you can email him at firstname.lastname@example.org or call him at (304) 755-6469.
Software is another important piece of your call center infrastructure. Most CRMs are Cloud base or browser-based. A good CRM should allow you to import and export information quickly and easily. You want to make sure it is fairly easy for everyone to use. A good CRM should be able to adapt to your company’s future needs. It should also let you analyze customer activates with a reporting and tracking feature. If you set up your marketing opportunities, a good CRM will allow for your leads to be automatically deposited into your prospecting “bucket.”