Introduction:
A call center business is an outsourcing service that provides a range of customer support solutions,
including inbound and outbound calls, chat support, email support, and social media support. The
primary goal of a call center business is to offer excellent customer service on behalf of their clients. This
feasibility report will analyze the viability of starting a call center business.
Market Analysis:
Before starting a call center business, it is crucial to analyze the market demand and competition. The
call center business is in high demand globally because it is an essential component of customer service.
With more businesses expanding globally, the demand for call center services has grown significantly.
However, the industry is also highly competitive, with established call centers such as Teleperformance,
Convergys, and Accenture dominating the market.
Business Model:
The next step in determining the feasibility of a call center business is to develop a business model. A
call center business model may be developed as an inbound call center or an outbound call center. An
inbound call center focuses on handling calls from clients, while an outbound call center makes calls to
customers. A blended call center handles both inbound and outbound calls. The business model may
also include additional services such as chat support, email support, and social media support.
Financial Analysis:
The financial feasibility of starting a call center business will depend on the type of business model
chosen, location, and scale of operations. The following are some of the essential aspects of the financial
analysis of a call center business:
Capital investment: A call center business requires a significant initial investment in setting up the
infrastructure, including hardware, software, and other equipment.
Operational costs: Operational costs include rent, salaries, training, utilities, and other expenses. The
operational costs may vary depending on the location of the business.
Revenue generation: The revenue generation will depend on the business model, the number of clients,
and the quality of services provided. Most call center businesses charge clients on a per-hour or peragent basis.
Conclusion:
In conclusion, starting a call center business is a viable option. The demand for call center services is
high, and the industry is growing. However, the competition is fierce, and it is essential to have a welldesigned business model and a sound financial plan. With careful planning, a call center business can be
profitable and successful