Whether you are a small or large business services based business, you need a call center or a contact center to serve the customer. There are an estimated 42–63 million small and medium businesses (SMBs) in India as of 2025, most of these SMBs are from logistics, fintech, retail, education, e-commerce, health, and professional services.
A large segment of these service-driven SMBs understand the need for call center or contact center solutions due to rapid digitalization, heightened customer expectations and Digital MSME initiatives
Why starting a call center is easier than ever
The old traditional setups required heavy capital investment in lines, servers and premises. With the emergence of cloud contact/callcenter platforms, organisations can set up a call or contact center with minimal upfront cost. Teams can work remotely, agents access the system over the internet, and you scale capacity as needed. This lowers barriers for SMEs and lets larger organisations modernise without ripping out existing infrastructure.
How to start a virtual call center — 10 practical steps
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Define purpose & measurable goals
Clarify whether you need support (inbound), sales (outbound), or a blended model. Set SMART objectives such as target AHT, abandonment rate, deflection via self-service, and CSAT improvements. -
Identify required functions and channels
Decide which channels (voice, chat, email, SMS, social) are essential. Understand whether you need omnichannel support or a voice-only setup. -
Select the right call-center type
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Inbound: customer service, tech support, billing.
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Outbound: sales, lead nurturing, collections.
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Blended: handles both inbound and outbound workflows.
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Virtual: fully remote agents.
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Hybrid: mix of on-site and remote staff.
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Contact center: omnichannel platform for modern CX.
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Map your budget
Account for technology (SaaS subscriptions), salaries, training, headsets, connectivity and a 10–15% contingency. Virtual models typically have lower capex but recurring SaaS costs. -
Choose technology carefully
Core capabilities: ACD, IVR, skills-based routing, call recording, real-time dashboards, CRM integrations, workforce management and AI features (transcription, summaries, virtual agents). Prefer cloud platforms that remove on-prem maintenance. -
Plan staffing and roles
Key roles: agents, supervisors, managers, QA analysts, workforce planners, and IT/support. For on-site centers add facilities staff. -
Design onboarding & training
Build role-based learning paths covering product knowledge, systems use, communication skills, compliance and escalation procedures. Use LMS, knowledge bases and roleplay sessions to accelerate readiness. -
Define workflows & automate
Map processes, remove repetitive tasks, and use automation for ACW, CRM updates, and call routing. Implement live transcription and AI tools to reduce manual work. -
Recruit & develop the team
Prioritise soft skills in hiring (empathy, listening, resilience). Consider global talent pools for 24×7 coverage and recruit across time zones if needed. -
Monitor, measure & improve
Track AHT, ASA, FCR, abandonment, CSAT, CES, conversion and agent utilization. Use dashboards to set baselines, identify gaps and implement continuous improvement cycles.
Contact center vs call center — what differs?
While often used interchangeably, a call center focuses primarily on voice interactions. A contact center supports multiple channels (chat, email, SMS, social) and requires broader agent skillsets, omnichannel tooling and more complex routing and analytics. Most modern operations lean toward contact-center capabilities to match evolving customer preferences.
Common challenges and suggested remedies
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Regulatory compliance: Stay current with telecom, privacy and industry-specific regulations. Build consent capture, opt-out handling and secure data practices into processes.
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Agent engagement & retention: Combat isolation in remote teams with regular check-ins, peer channels, recognition programs and career paths.
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Rising customer expectations: Offer personalization, self-service and responsive omnichannel options informed by customer feedback and analytics.
Cost considerations — virtual vs traditional
Costs vary by model. Traditional on-premises centers incur higher upfront hardware, PSTN and facility expenses. Virtual centers trade capex for predictable SaaS fees, minimal equipment and flexible scaling. When budgeting, include salaries, software subscriptions, training, connectivity and contingency.
What features we should we look
A reliable, cloud-based contact center platform is central. Look for:
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Automatic call distribution (ACD) and IVR
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Skills/role/time-based routing and queue management
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Call recording, monitoring and quality tools
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CRM and ticketing integrations
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Workforce management and scheduling
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Real-time dashboards and historical reporting
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AI features: virtual agents, live coaching, sentiment analysis, automatic transcription and summaries
AI can reduce post-call work, surface coaching opportunities, and route customers to self-service when appropriate — but it should complement human agents, not replace them.
Staffing, onboarding and training best practices
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Hire for attitude and communication skills; teach product knowledge and platform usage.
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Use modular, measurable training with ongoing evaluations.
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Implement mentoring and QA programs to maintain standards.
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Offer career development and recognition to reduce turnover.
FAQs
Does every business need a call center?
If you handle high call volumes, need consistent service quality, or plan to scale support or sales operations, a call/contact center can add significant value.
Can I outsource instead of building in-house?
Yes. Outsourcing offers speed and expertise but reduces direct control over training, brand experience and data. In-house or hybrid approaches give greater alignment with company values.
Do I need physical premises?
No — virtual centers allow agents to work remotely with headsets and reliable internet. Hybrid models combine remote flexibility with on-site oversight if needed.
Can AI replace agents?
AI best handles routine queries and self-service. Complex or sensitive interactions still require human agents. The best approach blends AI for efficiency with human empathy and judgement.
What technology is essential?
A cloud contact-center platform with ACD, IVR, recording, CRM integrations and reliable connectivity is non-negotiable. Good headsets and stable internet complete the minimum tech stack.
Ready to start?
If you’re planning a new call or contact center, CloudConnect can help you design a modern, scalable solution — from platform selection and integrations to training and ongoing support. Contact our team to discuss a tailored roadmap for your business.
Get in touch: cloudconnect.in / contact@cloudconnect.in
About CloudConnect
CloudConnect is India’s 1st Licensed B2B Digital Telco (VNO), trusted by 350+ enterprises including Aakash Institute, 99acres, Naukri, Apollo Pharmacy, Amity University, and Star Health Insurance.
Built on multi-telco connectivity with 99%+ uptime, CloudConnect delivers a secure, enterprise-grade UCaaS platform that unifies voice, video, chat, and CRM integrations (Zoho, HubSpot, Salesforce & more).
Empowering businesses to simplify communication, boost productivity, and scale securely with a single cloud-based solution.
