The most common call center mistakes happen before the first call is made. Here’s what to have in place before you go live.
INFRASTRUCTURE
☐ SIP trunking provider selected and tested — not just signed up, actually tested with real calls
☐ Backup routing configured — what happens if primary provider has an issue?
☐ Call recording enabled from day one
☐ IVR / call queue set up — no caller should get a busy signal
TEAM
☐ Each agent has a working headset tested before launch
☐ Agents trained on the SIP client — not during the first live call
☐ Scripts written and reviewed — at least for the 5 most common scenarios
☐ Escalation path defined — who does the agent transfer to when they can’t resolve?
INTEGRATION
☐ CRM connected to phone system
☐ Missed calls create tasks automatically
☐ Call logs accessible to management
METRICS
☐ ASR monitoring set up
☐ Abandonment rate tracked
☐ Daily call report defined — what does management see every morning?
LEGAL
☐ Call recording disclosure in place if required in your jurisdiction
☐ Do-not-call list process defined
Most teams launch with 60% of this in place and spend the first month fixing what they skipped.
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