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August 29, 2018

How To Set Up A Basic Call Centre For Your Company

All companies are required to handle business over the phone at some point. However, some businesses field more calls than others. If you own a business that is noticing a significant growth in the number of phone calls it receives, it may be time to set up a call centre. This is an especially important step to take for companies that have various departments. It generally means that your calls often have to be routed to different representatives.

At MeloTel, we make it easy for North American business owners to set up their call centres. By doing so, they can have their customers easily reach various departments without having to hire secretaries to transfer calls. There are a few simple requirements before you get started.

What are the requirements for your call centre set up?

To set up your call centre, you will need an IVR extension. Essentially, this will do the work of your secretary. You will also need a queue extension for each department in your business. You will need as many queues as you have departments. So, for example, you may needs extensions for sales, support, marketing etc. Finally, you’ll also need phone terminal extensions for the people who work in each department.

Each phone terminal extension represents a different agent in your company. For example, when you call MeloTel, you may end up speaking to our Founder and CEO, John Meloche; our Customer Service Supervisor, Michael Paz; our Administrative Assistant, Chantel Cascanette or our Editor In Chief, Daniel Faraldo.

How do you set everything up?

If you have already defined your Service Provider, Organization and User accounts and have configured the maximum number of IVR extensions and the maximum number of queue extensions, you’re ready to set up your call centre by taking a few simple steps.

The first step is to set up your IVR extension. By doing so, all calls that come into your company will be taken over and distributed to the appropriate queues. As mentioned earlier, your IVR extension does the work of your secretary. The second step is to configure the queue extensions by attributing a separate queue extension to each department in your company. As mentioned earlier, you may need one for sales, one for support and another for marketing, as examples.

Since each department has its own team of employees and each queue extension has its own agent, the number of extensions you’ll need obviously depends on the size of your team. Each agent requires a different set up. You’ll also need to consider where your agents are located. For example, if they work in your office, they are considered “local agents”. If they work outside of your office in remote locations, they need to be defined as “remote agents”.

MeloTel is here to help!

If it sounds a bit difficult to set up your own call centre – fear not, because that is what MeloTel is here for! Click HERE for further details. Or better yet, for more information about our cloud-hosted Commercial Phone Services and how we can help you set up a call centre at your business, please don’t hesitate to reach out to us. Give us a call at 1-888-MELOTEL or use the Live Chat feature on our website!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

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Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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