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How to establish a low cost 8 seater Call Centre with Dialogic HMP 3.0

Recently, I met a person who asked me, how can one establish both inbound/outbound call centre with the lowest investment possible ? This has led me to think, what would be the lowest cost possible call centre if one wishes to build for himself and who is capable of developing software himself.

I worked with him to write down the the minimum desired features in the call centre:-

1. It should be able to receive incoming calls and transfer it to a agent as per key-press.

2. The conversation should be recorded.

3. Agent should get an popup on her computer with call details, option chosen.

4 Agent should be able to make an outbound call and this should also be recorded automatically.

5. Software to update call status or process status as per the call centre work, for example, complaint management system.

6. MIS for Call data record

Hardware requirement :-

1. One TDM/Analog Telephone Lines to IP gateway like Matrix Comsec SETU VFXTH
Rupees : 30000/-
2. 8 PCs: Rs. 150,000/-
3. switch and cabling, Rs. 10000

Low Cost Call Center with HMP 3.0

Low Cost Call Center with HMP 3.0

Software requirement:-
1. 8 HMP 3.0 for Windows Licenses Rs. 24000/-
2. Kapanga Software : Freely available for non-commercial use.
3. Customised IVR and pop up software.

So, the total one time investment would be Rs. 230,000/- approximately. With these equipments, one can be ready with a working call centre.

How ?

1. All the agent PCs would be installed with Kapanga Software along with a custom developed pop up application.

2. IVR Application will be developed to receive incoming calls through IP Gateway and transfer the call to agent by dialing out the local IP address of the agent PC.

3. IVR will record the voice communications too.

4. IVR will maintain all call logs and trigger the popup application t agent desktop as soon as it dials the agent PC.

5. IVR Application will maintain free agents and transfer calls to agents using LRU ( Last Recently Used).

6. Agents will also be given a software to select a phone number and dial out. Or IVR will be configured to dial out automatically from a database of telephone numbers

So, using Dialogic HMP 3.0, it is possible to build a low cost call centre without having to buy many hardware or software!

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Uttam Pegu is an IVR ( Interactive Voice Response) Consultant with more than 12 years experience and has been blogging about IVR, for last 7 years. Being an avid Birder and Birding Photography enthusiast, he can be found in various national parks, wetlands and other birding areas across India.

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{ 12 comments… add one }
  • Chaitanya February 7, 2013, 4:00 pm

    Or you could sign up for Cloudagent, http://www.cloudagent.in for a full featured cloud based contact center and start receiving and making calls with screen pop etc with zero capex and a fraction of the cost :)

  • Suresh March 18, 2013, 8:45 pm

    Well, We can also use Genesys Agent Desktop with IVR Functionalites or Microsoft Lync Communication platform integrated on top of contact center Platform. Which will be a very minimal amount to provide an hosted solution :)

  • Green Mugerwa April 8, 2013, 6:00 pm

    Please get back to me I am excited about the low cost 8 seater call centre, that we would want to establish as a very SME in Uganda

  • Earnest Andrews May 14, 2015, 4:29 am

    This is Earnest Andrews from Kolkata. I want to start my own 5-seater call-centre (outbound – uk survey process) in Nagpur. Please mail me the information and procedure in details of how should I start a call centre . My mobile no. is 07278973449. My e-mail is earnest1978@rediffmail.com. Thanks.

  • S Ranjan Nayak July 23, 2015, 10:12 am

    Hi, I Am planning to Start a 5 seat Inbound and Outbound Center, Can you help me what are the stuffs required and how much it will cost me.

  • deepak October 26, 2015, 5:25 am

    if i set a 8 seater call center , how much bussiness can made by it.

  • deepak November 9, 2015, 6:20 am

    I want to start minimum 5 seater call center. in badlapur, maharashtra. in anyway prossess. help me how too, and what to do. for estabilising. and how much it will cost approx. and by the end of month how much i will earn.

  • Daramola Olabode O November 27, 2015, 12:14 pm

    Please I intend to start an 8 seater call centre in Nigeria. Kindly let me know what to do and the cost implications. Thanks.

  • Tejeswar December 26, 2015, 2:06 pm

    Appreciate this post. This gives a little breif on starting up a BPO. I am starting up a 5 seater BPO in Bangalore. Please suggest me the most effecient and affordable way to set-up my own BPO. Thanks in advance.
    Contact : 8123614295
    Mail : bonda.tej@gmail.com

  • Vivek kumar January 24, 2016, 3:00 pm

    I want to start minimum 6 seater call center in allahabad (u.p.) help me how too meet any process and i can estebilising and how much it will cost approx. How much i will earn end of the month. Please reply to me soon

  • Sukaran Gupta April 8, 2016, 8:15 am

    I want to start an outbound BPO in Jammu. Please suggest me the process to start and amont of investment required and also tell me from where i can buy the software and all the equipments required…

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