Methods and systems for setting up a call center

1 . A method for setting up a call center comprising the steps of:

determining call types to be handled by said call center and a number of call agents to be supported at said call center;

identifying a list of software applications to be provided to said call center based, at least in part, on said determined call types and number of call agents; and

ordering hardware associated with an automatic call distributor and a plurality of agent terminals to be installed within said call center based, at least in part, on said determined call types and number of call agents.

2 . The method of claim 1 , wherein said step of determining call types and a number of call agents to be supported is performed during a start-up phase of said method, said start-up phase further including the steps of:

determining call center requirements;

obtaining POP information;

licensing agreements;

shipping collateral; and

performing legal reviews.

3 . The method of claim 1 , wherein said step of identifying a list of software applications to be provided to said call center is performed during a technical design phase of said method, said technical design phase further including the steps of:

updating an applications list;

creating data strategies;

creating voice strategies; and

reviewing test plans.

4 . The method of claim 3 , wherein each of said voice strategies is based on said call type.

5 . The method of claim 2 , wherein said step of ordering hardware is also performed as part of said start-up phase.

6 . The method of claim 1 , wherein said step of installing said hardware and said software applications is performed during an implementation-technical phase of said method, said implementation-technical phase further comprising the steps of:

configuring routers;

performing firewall pushes;

programming IVR;

configuring and testing the CTI; and

certifying the floor.

7 . The method of claim 1 , further comprising an implementation-operations phase of said method, said implementation-operations phase further comprising the steps of:

releasing bst schedules;

adding customers to a retail system;

performing training events; and

going live with the call center.

8 . The method of claim 1 , further comprising a project management phase of said method, said project management phase further comprising the steps of:

kicking off a project;

reviewing lessons learned;

monitoring project performance; and

gathering lessons learned.

9 . The method of claim 1 , wherein said call center further comprises:

an automatic call distributor; and

a plurality of agent terminals connected to said automatic call distributor via communication links.

10 . The method of claim 1 , further comprising a personnel structure, said personnel structure further comprising the steps of:

preparing job descriptions; and

preparing training documentation.

11 . The method of claim 1 , further comprising the step of:

installing said hardware and said software applications to set-up said call center.

12 . A computer-readable medium containing instructions which, when executed on a computer, perform the steps of:

determining call types to be handled by said call center and a number of call agents to be supported at said call center;

identifying a list of software applications to be provided to said call center based, at least in part, on said determined call types and number of call agents; and

ordering hardware associated with an automatic call distributor and a plurality of agent terminals to be installed within said call center based, at least in part, on said determined call types and number of call agents.

13 . The computer-readable medium of claim 12 , wherein said step of identifying a list of software applications to be provided to said call center is performed during a technical design phase, said technical design phase further including the steps of:

updating an applications list;

creating data strategies;

creating voice strategies; and

reviewing test plans.