Customer Service Call Center Setup

I’m putting together a small-footprint call center dedicated purely to customer service and I need someone who can build and run it smoothly. The team will handle incoming Phone calls and Live chat requests that arrive during standard business hours, resolving queries, logging each interaction in my existing CRM, and closing the loop with concise case notes.

Here’s what I’m expecting from you:
• Recruit or assign agents, train them on our product FAQ and tone of voice, and supply clear escalation paths.
• Set up or integrate the telephony system and chat widget, making sure both channels route into the same ticketing queue.
• Create reporting dashboards that track first-response time, resolution time, and customer satisfaction so I can review performance weekly.
• Deliver a brief runbook covering call flows, greeting scripts, and common troubleshooting steps.

Acceptance criteria
• Average response time under 60 seconds for both channels throughout a full week of business-hour coverage.
• At least 90 % of tickets fully documented in the CRM with no data loss.
• A first week pilot that shows stable call quality and chat uptime above 99 %.

If you’ve stood up similar customer service operations and can demonstrate solid results, let’s move forward.