Starting an in-house call center

[valgalapena]

Good day, everyone. Right now I am going through the phase of wishful thinking with a slight touch of planning, so I want to ask this question. What’s the biggest mistake when starting a call center?

[Know Somewhere]

I think ignoring scalability is the biggest mistake one can ever make here. And this short-read about implementing a call center warns against rigid systems. Start cloud-based to handle spikes like holiday rushes. I used Twilio Flex for remote agents and AI-driven call routing; it resulted in no on-premise headaches. Just pilot with a small team, track burnout, and iterate. No need to make big changes right away.