{"id":28408,"date":"2025-01-20T12:00:19","date_gmt":"2025-01-20T11:00:19","guid":{"rendered":"https:\/\/www.digicontacts.net\/how-to-set-up-a-call-center-the-7-key-steps-to-success\/"},"modified":"2025-07-28T16:17:59","modified_gmt":"2025-07-28T14:17:59","slug":"how-to-set-up-a-call-center-the-7-key-steps-to-success","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/how-to-set-up-a-call-center-the-7-key-steps-to-success\/","title":{"rendered":"How to set up a call center: The 7 key steps to success."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"28408\" class=\"elementor elementor-28408 elementor-26439\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-46245fee e-flex e-con-boxed e-con e-parent\" data-id=\"46245fee\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6e490de0 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"6e490de0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;Aucun titre n\\u2019a \\u00e9t\\u00e9 trouv\\u00e9 sur cette page.&quot;,&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;},&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\tContents\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__6e490de0\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-down\"><\/i><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__6e490de0\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-up\"><\/i><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__6e490de0\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-201d9034 e-flex e-con-boxed e-con e-parent\" data-id=\"201d9034\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-56ac561c elementor-widget elementor-widget-text-editor\" data-id=\"56ac561c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong class=\"custom-bold\">Setting up a call center<\/strong> is a strategic step for any company wishing to improve <strong class=\"custom-bold\">customer relationship<\/strong> management, optimize prospecting or offer high-quality technical support. A high-performance call center enables you to centralize customer interactions, whether they be inbound calls for <strong class=\"custom-bold\">customer service<\/strong> or outbound calls for sales or prospecting campaigns. However, setting up a call center is not something to be done lightly: it requires a well-defined structure, a judicious choice of technology and effective management of human resources.<\/p><p>To successfully set <strong class=\"custom-bold\">up<\/strong> your call center, it&#8217;s essential to follow a few key steps. These include choosing the right hardware, selecting the right <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/call-center\/\">call center software<\/a> for managing calls and customers, and training a competent team. What&#8217;s more, with the rise of cloud technologies and remote management tools, setting up a virtual call center is becoming an increasingly attractive solution for businesses of all sizes. In this article, we&#8217;ll take you through the fundamental steps involved <strong>in <\/strong><strong class=\"custom-bold\">setting up a<\/strong> high-performance<strong class=\"custom-bold\">call center<\/strong>, capable of meeting the specific requirements of your company, whether it&#8217;s a VSE, SME or large corporation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8dad94e elementor-widget elementor-widget-heading\" data-id=\"8dad94e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Define your call center objectives<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f082fd6 elementor-widget elementor-widget-text-editor\" data-id=\"7f082fd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The first essential step in setting up a contact center is to clarify the objectives to be achieved. These objectives will guide the choice of system, communication channels and staff organization. It&#8217;s vital to establish these priorities from the outset, so as to <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-a-call-center-works-the-essential-steps\/\">structure a high-performance call center<\/a> capable of meeting the specific needs of your business.<\/p><h3>Types of calls to handle<\/h3><p>The type of calls you&#8217;ll be handling is crucial in this process. You&#8217;ll need to determine whether your center will be primarily dedicated to inbound or outbound calls:<\/p><ul><li><strong>Inbound calls<\/strong>: Oriented towards assistance and telephone reception, these handle customer requests, whether to resolve a problem or provide information.<\/li><li><strong>Outbound calls<\/strong>: Used for actions such as teleprospecting or telesales, these calls enable you to contact your prospects and customers directly to promote your products or services.<\/li><\/ul><h3>Main objectives<\/h3><p>Depending on the types of calls you manage, your objectives may vary. Here are some examples of common objectives:<\/p><ul><li><strong>Improve user satisfaction<\/strong>: The aim here is to reduce waiting times, improve the quality of exchanges and provide rapid solutions to requests.<\/li><li><strong>Optimize teleprospecting campaigns<\/strong>: In outbound call centers, maximizing conversion rates through a well-targeted strategy is essential.<\/li><\/ul><h3>KPI tracking<\/h3><p>To measure the effectiveness of your center, you need to track certain key performance indicators, such as :<\/p><ul><li><strong>Average call duration<\/strong>: This indicator measures the time taken to handle each call, whether incoming or outgoing.<\/li><li><strong>Satisfaction rate (CSAT)<\/strong>: Measured by surveys, this enables us to assess how users feel after each interaction.<\/li><li><strong>Conversion rate<\/strong>: Essential for outbound calls, this KPI shows the effectiveness of sales or prospecting campaigns.<\/li><\/ul><p>By precisely defining these objectives and tracking the right KPIs, you&#8217; <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/call-center-strategy-7-tips-for-achieving-your-goals\/\">ll maximize your call center&#8217;s efficiency<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-228e246 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"228e246\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c874a51 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3c874a51\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2db7ca4e e-flex e-con-boxed e-con e-parent\" data-id=\"2db7ca4e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1eddda70 elementor-widget elementor-widget-heading\" data-id=\"1eddda70\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. Choosing between an in-house, outsourced or virtual call center<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19efcef3 elementor-widget elementor-widget-text-editor\" data-id=\"19efcef3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">The choice between an in-house, outsourced or virtual call center is based on a number of criteria, such as your resources, objectives and desired flexibility. Each model offers distinct advantages in terms of management, costs and organization, which need to be aligned with your company&#8217;s strategy. <\/p><h3>In-house call center<\/h3><p>An in-house center means that all operations can be managed directly in-house, from recruitment to day-to-day management.<\/p><ul><li><strong>Advantages<\/strong>: You benefit from total control over staff and operations, guaranteeing personalized service and greater responsiveness to customer needs. This model is ideal for companies looking for consistency in the quality of the customer experience. <\/li><li><strong>Disadvantages<\/strong>: This choice involves high costs, particularly for infrastructure, ongoing employee training and workforce management. Adjusting headcount to demand can also be complex. <\/li><\/ul><h3>Outsourced call center<\/h3><p>The outsourced model uses a third-party service provider specialized in call center management, reducing initial investment.<\/p><ul><li><strong>Benefits<\/strong>: This model significantly reduces infrastructure and hiring costs. You benefit from a flexible service, with the possibility of adjusting staffing levels rapidly as needed. <\/li><li><strong>Disadvantages<\/strong>: You lose direct control over service quality and the management of day-to-day operations. It&#8217;s crucial to choose a provider who guarantees high quality standards. <\/li><\/ul><h3>Virtual call center<\/h3><p>The virtual call center is based on a dematerialized model, where agents can work remotely using cloud technologies.<\/p><ul><li><strong>Advantages<\/strong>: This system offers considerable flexibility, enabling agents to be recruited remotely and reducing premises costs. It is ideal for companies seeking to adapt quickly to variations in demand. <\/li><li><strong>Disadvantages<\/strong>: Remote management requires high-performance tools to ensure effective supervision, as well as ongoing training to maintain optimum service quality.<\/li><\/ul><p>In conclusion, the choice of model will depend on your budget, your priorities in terms of control, and the flexibility you&#8217;re looking for.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c1a69db elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6c1a69db\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7dfe5653 elementor-widget elementor-widget-heading\" data-id=\"7dfe5653\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Steps for setting up a practical call center<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46391b78 elementor-widget elementor-widget-text-editor\" data-id=\"46391b78\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">Setting up a call center requires careful planning, with particular attention to equipment selection, software features, and the creation of efficient management processes. Each step plays a key role in ensuring efficient implementation, whether for a physical or virtual center.<\/p><h3>Step 1: Define hardware and software requirements<\/h3><p>The first step is to determine your hardware and software requirements. This will depend on the type of center you wish to set up (physical or virtual). For telecommunications, VoIP telephones and well-equipped computers are often used, along with a broadband Internet connection to ensure smooth operations. You&#8217;ll also need to choose the right <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/call-center\/\">call center management software<\/a> to centralize interactions, automate certain tasks and track performance.<\/p><h3>Step 2: Choosing between physical and virtual centers<\/h3><p>You need to decide whether to opt for a physical center, requiring office space, or a virtual call center. For the latter, cloud solutions, secure VPNs and collaborative software are essential to enable agents to work remotely in complete security.<\/p><h3>Step 3: Management process<\/h3><p>Establish clear processes, including scripts to guide conversations and protocols for managing queues and escalations.<\/p><h3>Step 4: Measuring performance<\/h3><p>Performance indicators such as response rate, waiting time and first call resolution rate are essential for assessing efficiency and identifying areas for improvement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-38f383d5 e-flex e-con-boxed e-con e-parent\" data-id=\"38f383d5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-6197249e e-con-full e-flex e-con e-child\" data-id=\"6197249e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-20e357ee e-con-full e-flex e-con e-child\" data-id=\"20e357ee\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4163e2ed e-con-full e-flex e-con e-child\" data-id=\"4163e2ed\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-72f8ff7f animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"72f8ff7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_left   ekit_heading_tablet-   ekit_heading_mobile-text_center\"><h3 class=\"elementskit-section-subtitle   ekit-heading__subtitle-has-border\">\n\t\t\t\t\t\tFree demonstration\n\t\t\t\t\t<\/h3><h3 class=\"ekit-heading--title elementskit-section-title \">Improve your customer relations <span>start today<\/span>.<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6b714ef7 e-con-full e-flex e-con e-child\" data-id=\"6b714ef7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-750cdeee elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"750cdeee\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-reservez-votre-demo whitespace--normal\" id=\"\">\n\t\t\t\t\tBook your demo<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6f1ce16b e-con-full e-flex e-con e-child\" data-id=\"6f1ce16b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-768ec989 animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"768ec989\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png\" class=\"attachment-full size-full wp-image-24341\" alt=\"Free demo customer relationship solution\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ee72373 e-flex e-con-boxed e-con e-parent\" data-id=\"ee72373\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5e44604b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5e44604b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-45419ec7 elementor-widget elementor-widget-heading\" data-id=\"45419ec7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Recruit and train a high-performance team<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-378979c5 elementor-widget elementor-widget-text-editor\" data-id=\"378979c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">Recruiting and training your staff are key steps in ensuring the efficiency of your <strong>contact center<\/strong>. By choosing the right people and equipping them with the necessary skills, you maximize the quality of your <strong>customer service<\/strong>. These steps ensure that each person is capable of handling interactions with professionalism.<\/p><h3>Recruitment<\/h3><p>Specific skills must be at the heart of the selection process if we are to succeed in this environment.<\/p><ul><li><strong>Skills required:<\/strong> Empathy is essential for understanding customer needs. Patience helps to manage complex situations, while responsiveness enables solutions to be found quickly. Communication skills and resistance to stress are also required.<\/li><li><strong>Selection:<\/strong> The process includes interviews and practical tests to assess candidates. For example, simulated conversations are used to assess their ability to follow protocols while maintaining a fluid exchange.<\/li><\/ul><h3>Initial training<\/h3><p>Appropriate training in tools such as the <strong>telephony system<\/strong> and <strong>CRM<\/strong> is essential. This ensures efficient management of interactions and accurate record-keeping. Agents must also master scripts and procedures, especially for handling complex situations.<\/p><h3>Continuing education<\/h3><p>Regular updates on new techniques and the use of <strong>simulations<\/strong> enable us to maintain a high level of performance and adapt to market developments.<\/p><p>By applying a rigorous process, you&#8217; <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/call-center-strategy-7-tips-for-achieving-your-goals\/\">ll boost the efficiency of your call center<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7a2565e0 e-flex e-con-boxed e-con e-parent\" data-id=\"7a2565e0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d8e3f50 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4d8e3f50\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2df6abbd elementor-widget elementor-widget-heading\" data-id=\"2df6abbd\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Technology selection: hardware, software and cloud solutions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-245d4ecf elementor-widget elementor-widget-text-editor\" data-id=\"245d4ecf\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">The performance of a call center relies heavily on the technology chosen. Opting for the right devices and tools not only guarantees better interaction management, but also increased efficiency. Whether you&#8217;re a small business or a larger organization, your choice of hardware, software and cloud solutions must be strategic to support your teams and improve exchanges.<\/p><h3>Materials required<\/h3><p>The choice of hardware depends on whether you choose a physical or virtual center, but some equipment is essential.<\/p><ul><li><strong>VoIP telephony<\/strong>: This type of telephony enables calls to be managed via the Internet, reducing costs compared with traditional fixed lines.<\/li><li><strong>Professional headsets<\/strong>: Offering optimum sound quality, they enable agents to work in good conditions while ensuring smooth conversations.<\/li><li><strong>Workstations<\/strong>: For an in-house center, each agent must have a workstation equipped with a high-performance computer, connected to a suitable telephone line.<\/li><\/ul><h3>Essential software<\/h3><ul><li><strong>CRM<\/strong>: CRM software is essential for centralizing all customer data and improving the personalization of interactions.<\/li><li><strong>Call management software<\/strong>: A key tool for routing calls via the ACD, it distributes calls according to staff skills.<\/li><li><strong>Real-time analysis tools<\/strong>: These enable performance to be measured through indicators such as response time or resolution rate, ensuring rigorous performance monitoring.<\/li><\/ul><h3>Cloud Solutions<\/h3><p>A <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/call-center\/\">Cloud solution, like the one offered by digiCONTACTS<\/a>, facilitates the management of virtual or outsourced centers, without the need for heavy infrastructure. This flexible model reduces investment costs while enabling rapid, remote deployment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3d3c3d12 e-flex e-con-boxed e-con e-parent\" data-id=\"3d3c3d12\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-76b5e47a elementor-widget elementor-widget-image\" data-id=\"76b5e47a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1536\" height=\"455\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1536x455.webp\" class=\"attachment-1536x1536 size-1536x1536 wp-image-25850\" alt=\"How to set up and improve call center management\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1536x455.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-300x89.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1024x303.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-768x227.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-710x210.webp 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal.webp 2048w\" sizes=\"(max-width: 1536px) 100vw, 1536px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-31ec49d1 e-flex e-con-boxed e-con e-parent\" data-id=\"31ec49d1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1c70ab20 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1c70ab20\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3efd66ec elementor-widget elementor-widget-heading\" data-id=\"3efd66ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Define call management processes and protocols<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ecf5f90 elementor-widget elementor-widget-text-editor\" data-id=\"7ecf5f90\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">To ensure <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/what-role-will-a-call-center-play-in-customer-relations\/\">efficient call center management<\/a>, it&#8217;s essential to structure clear processes and call handling protocols. These guidelines ensure a consistent experience for customers, while facilitating the work of agents, whatever the type of communication.<\/p><h3>Setting up call scripts<\/h3><p>Scripts are essential for standardizing interactions and ensuring fast, professional call handling. They need to be tailored to the needs of each situation.<\/p><ul><li><strong>Scripts for incoming calls:<\/strong> Scripts guide agents in handling requests for assistance or information. They cover important steps such as problem identification, resolution and call conclusion. Options are also needed for complex situations.<\/li><li><strong>Scripts for outbound calls: <\/strong>Used for telesales or prospecting, these scripts structure sales dialogues. They should include questions to qualify prospects, product suggestions and responses to objections.<\/li><\/ul><h3>Handling difficult calls<\/h3><p>Complaints must be handled professionally. Specific procedures are in place to manage these delicate situations.<\/p><ul><li><strong>Complaints management procedures: <\/strong>It&#8217;s crucial that agents follow a precise plan: listen actively, apologize if necessary and propose appropriate solutions.<\/li><li><strong>Conflict management training:<\/strong> Specific training is needed to help agents defuse tensions while remaining assertive.<\/li><\/ul><h3>Performance monitoring and evaluation<\/h3><p>To maintain a high level of quality, it is essential to monitor KPIs and carry out regular evaluations of agent performance.<\/p><ul><li><strong>KPIs to monitor: <\/strong>Customer satisfaction and average call handling time are key indicators for identifying areas for improvement.<\/li><li><strong>Feedback and coaching: <\/strong>Performance-based coaching sessions enable agents to enhance their skills.<\/li><\/ul><p>By implementing these protocols, your call center will benefit from smoother interaction management, guaranteeing continuous performance improvement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8616266 e-flex e-con-boxed e-con e-parent\" data-id=\"8616266\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ffeb44f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ffeb44f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51b2f85 elementor-widget elementor-widget-heading\" data-id=\"51b2f85\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. The importance of continuous performance monitoring and evaluation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87d0305 elementor-widget elementor-widget-text-editor\" data-id=\"87d0305\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"isPasted\">Once your <strong>call center<\/strong> is fully operational, <strong>regular monitoring<\/strong> is essential to ensure <strong>optimum performance<\/strong>. This process enables you to quickly identify <strong>areas for improvement<\/strong>, adjust <strong>protocols<\/strong> and ensure high <strong>customer satisfaction<\/strong>. Here are the main <strong>indicators<\/strong> to monitor and the tools to use for effective follow-up.  <\/p><h3>KPIs to measure performance<\/h3><p><strong>Key performance indicators (KPIs)<\/strong> are essential for assessing your <strong>center<\/strong>&#8216;s efficiency. Here are a few KPIs not to be overlooked: <\/p><ul><li><strong>Customer Satisfaction Rate (CSAT)<\/strong>: This indicator evaluates customer perception after an interaction with your agents. A high CSAT means that customers are satisfied with the experience. It is generally collected via post-interaction surveys.  <\/li><li><strong>Average waiting time<\/strong>: Measuring the time customers spend waiting to be taken care of is crucial. Reduced waiting time contributes to a smooth and pleasant experience for users. <\/li><li><strong>First contact resolution rate<\/strong>: This indicator measures the ability of agents to resolve requests on the first exchange, without additional transfers. A high rate reflects the competence of the agents and the clarity of the processes in place. <\/li><li><strong>Abandonment rate<\/strong>: The abandonment rate indicates the percentage of customers who leave the queue before speaking to an agent. A high rate may indicate a lack of resources or excessive waiting time. <\/li><\/ul><h3>Use detailed reports<\/h3><p><strong>Regular reporting<\/strong> gives you an overview of your center&#8217;s performance.<\/p><ul><li><strong>Daily, weekly and monthly reports<\/strong>: These reports enable you to monitor KPI trends and quickly identify malfunctions or opportunities for improvement. They provide short- and long-term trend analysis. <\/li><\/ul><h3>Continuous optimization<\/h3><p>Performance monitoring must be accompanied by regular corrective action.<\/p><ul><li><strong>Personalized coaching<\/strong>: Based on KPI results, agent coaching improves skills and helps agents to better manage specific situations. Regular feedback is essential to correct inefficient behavior. <\/li><li><strong>Adjusting scripts<\/strong>: The data collected can also be used to adjust scripts and procedures. If the first-contact resolution rate is low, reviewing scripts or improving agents&#8217; access to certain information may be a solution. <\/li><\/ul><p><strong>Constant monitoring<\/strong> and adjustment of practices ensure continuous optimization of your <strong>call center<\/strong>, while maintaining high quality of <strong>service<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df9ddc1 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"df9ddc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efc68b6 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"efc68b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3f060f88 e-flex e-con-boxed e-con e-parent\" data-id=\"3f060f88\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1427453e elementor-widget elementor-widget-heading\" data-id=\"1427453e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28a6b081 elementor-widget elementor-widget-text-editor\" data-id=\"28a6b081\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Setting up a call center is a strategic project that requires <strong>careful planning<\/strong> and selection of the right tools. By starting with a clear definition of your objectives, then choosing the structure that best suits your business (in-house, outsourced or virtual), you can build a high-performance call center in line with your organization&#8217;s specific needs. The choice of <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/call-center\/\">specialized call center software<\/a>, combined with efficient human resources management, will contribute to the success of this project.<\/p><p><strong>Regular performance monitoring<\/strong>, ongoing training and agent coaching are essential to maintaining quality service and continuously improving operational efficiency. By optimizing these processes, you&#8217;ll ensure that you deliver an <strong>optimal customer experience<\/strong>, while maximizing your call center&#8217;s <strong>return on investment<\/strong>. Whatever the size of your business, a well-structured call center will become a key element in your customer relations strategy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5928685d e-flex e-con-boxed e-con e-parent\" data-id=\"5928685d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6fb02667 elementor-widget elementor-widget-heading\" data-id=\"6fb02667\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Our latest news<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53bda3cc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"53bda3cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-694e91e6 e-flex e-con-boxed e-con e-parent\" data-id=\"694e91e6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cbe2a10 elementor-grid-tablet-3 elementor-grid-3 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"cbe2a10\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns_tablet&quot;:&quot;3&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32647 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"150\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp\" class=\"attachment-medium size-medium wp-image-32650\" alt=\"\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1024x512.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-768x384.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1536x769.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-scaled.webp 1920w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-710x355.webp 710w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" >\n\t\t\t\tCall numbers, spam, answering: 7 levers to protect your caller reputation in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, it&#8217;s not just your teams that determine your pick-up rate. Smartphones and algorithms filter your calls even before your customers answer them. The\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" aria-label=\"Read more about Call numbers, spam, answering: 7 levers to protect your caller reputation in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32449 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32457\" alt=\"Agent augment\u00e9 et relation client : les avantages de l\u2019IA en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" >\n\t\t\t\tAugmented agent and customer relations: the benefits of AI in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>By 2026, the augmented agent and customer relationship will no longer be a &#8220;concept&#8221;, but an operational standard. With generative AI, intelligent automation and omnichannel\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" aria-label=\"Read more about Augmented agent and customer relations: the benefits of AI in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32431 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32462\" alt=\"IPBX et Relation Client : Am\u00e9liorer la joignabilit\u00e9 en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" >\n\t\t\t\tIPBX and Customer Relations : Improving reachability in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, reachability is no longer limited to answering. It is measured across the entire customer journey: accessibility, response time, omnichannel continuity and abandonment rates\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" aria-label=\"Read more about IPBX and Customer Relations : Improving reachability in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Setting up a call center is a strategic step for any company wishing to improve customer relationship management, optimize prospecting or offer technical assistance [&#8230;].<\/p>\n","protected":false},"author":1,"featured_media":26442,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[37],"tags":[],"class_list":["post-28408","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"contentshake_article_id":"","_links":{"self":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/28408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/comments?post=28408"}],"version-history":[{"count":0,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/28408\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/26442"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=28408"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=28408"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=28408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}