How to start a call centre in 2025

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Understanding how to start a call centre is essential for growing businesses. Whether you're planning to set up a sales operation or customer support team, this comprehensive guide walks you through the entire process, from evaluating software to launching your operations.

TL;DR:

• Setting up a virtual call centre can significantly reduce overhead costs compared to traditional, on-site setups.

• No need for extensive physical infrastructure or office space.

• More cost-effective solution for managing customer service operations.

• Cloud-based solutions make it easier than ever to get started. These systems can be deployed within minutes.

• Businesses can quickly adapt and scale their operations as needed.

• Advanced AI-powered features improve efficiency, leading to a boost in overall productivity.

• By combining flexibility, cost savings, and modern technology, virtual call centres are transforming the future of customer service.

Virtual call centre setups in 2025

Virtual call centres have transformed from a remote work trend to a business necessity. With 90% of call centre agents now working from home, the shift to cloud-based solutions isn't just about flexibility, it's about competitive advantage.

Companies that choose a virtual setup gain wider access to global talent pools, slash overhead costs, and scale operations instantly. The technology has matured dramatically, offering enterprise-grade features previously only available to Fortune 500 companies.

Ready to learn how to start a call centre that drives results? Let's explore the virtual call centre benefits essential to customer communications.

Top 3 benefits of setting up your virtual call centre:

One major advantage is cost reduction, allowing companies to save 30-50% on overhead expenses such as office space, utilities, and equipment. Additionally, setting up a virtual call centre opens the door to a global pool of talent, enabling businesses to hire skilled agents from around the world. These professionals can provide 24/7 support across different time zones, ensuring seamless service for customers regardless of location. Another key benefit is the flexibility to scale operations instantly. Businesses can add or reduce the number of agents in a matter of hours, instead of spending weeks on lengthy recruitment processes.

Key virtual call centre setup requirements

Setting up your virtual call centre can look different for every company, depending on your size, and requirements.

When you evaluate integrations, prioritise platforms that connect with your existing tech stack. This ensures agents have immediate access to customer history, reducing call times and improving satisfaction.

Step 1: Evaluate your call centre software

Choosing the right platform determines your success. Look for cloud-based systems offering:

1. Essential calling features: Local and international numbers, call recording, voicemail, and business hours settings

2. Advanced capabilities: Smart routing, queue callbacks, and warm transfers

3. Collaboration tools: Shared contacts, call commenting, and team messaging

4. Productivity features: Click-to-dial, power dialing, and custom call filters

5. AI capabilities: Call summaries, topic recognition, and performance analytics

6. Integration options: Seamless connections to CRM, helpdesk, and business tools

Pro tip: Follow IVR setup best practices to create intuitive call flows that reduce wait times and improve customer satisfaction.

Step 2: Set up your virtual call centre

Ready to get started? Follow these six essential steps:

1. Define your purpose: Determine whether you're building a sales-focused, support-focused, or hybrid operation

2. Configure integrations: Connect your platform to existing CRM, helpdesk, and business tools

3. Provide equipment: Ensure agents have computers, quality headsets, and reliable internet connections

4. Design workflows: Create automated processes like post-call CRM updates and follow-up sequences

5. Activate advanced features: Implement skills-based routing, IVR menus, and queue management

6. Plan onboarding: Develop training protocols that get new agents productive quickly

Want to set up key software integrations that boost productivity? Start with your CRM connection. It's the foundation of efficient operations.

Step 3: Configure your cloud phone system

System setup is surprisingly straightforward with modern platforms. Use this checklist to ensure nothing gets missed:

• Explore your dashboard: Get familiar with the control centre and navigation

• Monitor activity feeds: Learn to track real-time call centre performance

• Create teams and users: Set up agent profiles and permissions

• Configure phone numbers: Choose local, toll-free, or international options

• Build IVR flows: Design customer-friendly menu systems

• Set up call tagging: Organise calls by type (sales, support, technical)

• Activate integrations: Connect your existing business tools

• Configure analytics: Define KPIs and reporting requirements

For a complete dashboard walk-through, check out Aircall's user-friendly interface, which makes setup intuitive for non-technical users.

Step 4: Optimise operations and culture

Success requires input from both your technology and your team. Focus on these critical areas:

Culture and collaboration

Building a collaborative culture starts with communication tools. Use video platforms for regular check-ins, team meetings, and training sessions. Remote agents thrive when they feel connected to their colleagues and company mission.

Encourage knowledge sharing through digital resources and peer mentoring programs. This creates a supportive environment where agents help each other succeed.

Performance and security

Track data-driven metrics like First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores. These insights help you optimise processes and identify training opportunities.

Security protocols are non-negotiable. Ensure agents use VPNs, follow data protection guidelines, and receive regular security training. Customer trust depends on your ability to protect their information.

Top 9 advantages of going virtual

Once you've launched, you'll see some—or all—of these game-changing benefits:

1. Reduced overhead costs: Eliminate office rent, utilities, and equipment expenses while providers handle system maintenance

2. Greater reliability: Cloud platforms deliver 99.95% uptime, ensuring consistent customer access

3. Better employee experience: 95% of employees prefer remote work options, improving retention rates

4. Increased scalability: Add seasonal agents instantly without physical space limitations

5. Access to global talent: Hire skilled professionals worldwide, creating diverse, multilingual teams

6. Less IT dependency: Providers manage updates, security, and troubleshooting, freeing internal resources

7. Enhanced productivity: Automation tools and smart routing help agents focus on high-value interactions

8. Real-time insights: Live dashboards provide instant visibility into performance metrics and customer satisfaction

9. Unified customer data: Integration capabilities ensure agents have complete customer context for every interaction

Companies report reduced overhead costs of 30-50% when switching to virtual operations, making this transition both smart and profitable.

Easier, smoother call centre processes

"We chose Aircall because of its simple implementation and ease of use. After just a few days we were able to have multiple teams ready to make and receive calls," shares Fernando Bueno, former regional manager of Spain at Spotahome.

Their results speak volumes: faster deployment, improved team coordination, and enhanced customer service—all while reducing operational complexity.

Choose Aircall and get started

Your call centre needs enterprise-grade reliability with startup-friendly simplicity. Aircall delivers both.

Why 20,000+ businesses choose Aircall:

• 99.95% uptime reliability keeps your operations running smoothly

• 200+ integrations connect with your existing business tools

• AI-powered features like AI Voice Agent and conversation intelligence

• Global phone numbers in 100+ countries for worldwide reach

• Real-time analytics provide actionable insights for continuous improvement

Ready to transform your customer communications? Get started with Aircall and experience the difference professional-grade virtual call centre software makes!

Frequently asked questions

What is a virtual call centre?

A virtual call centre uses cloud-based technology to enable agents to handle customer interactions from remote locations. Unlike traditional call centres that require physical offices, virtual setups operate through internet-connected devices, offering businesses greater flexibility and cost savings.

How much does it cost to start a call centre?

Virtual call centre costs typically range from $30-100 per agent per month, depending on features and provider. This eliminates traditional startup expenses like office rent, equipment purchases, and installation fees. Most businesses see 30-50% cost reductions compared to on-premise solutions.

How to ensure GDPR/POPIA compliance?

Choose platforms with built-in compliance features like data encryption, secure call recording storage, and user access controls. Ensure your provider offers Business Associate Agreements (BAAs) and follows regional data protection requirements. Regular compliance audits and agent training are also essential.

How does a virtual call centre work?

Virtual call centres operate through cloud-based VoIP technology that routes calls over the internet. Agents use software platforms to receive calls, access customer data, and communicate with team members. Integration with CRM and business tools provides seamless workflow automation.

Is a virtual call centre profitable?

Yes! Virtual call centres typically reduce operational costs by 30-50%, while improving scalability and agent satisfaction. Lower overhead expenses, access to global talent, and flexible staffing models contribute to higher profitability compared to traditional setups.

Published on February 25, 2025.