Building Call Center Infrastructure: Everything You Need to Know

Setting up call center infrastructure properly drastically reduces operational costs. Hear me out: some businesses save up to 41% compared to in-house solutions. That adds up to A LOT in the long run. 

Such companies provide all the necessary tools – hardware, software, and expertise – under one roof, eliminating the need for heavy upfront investments. 

However, many business owners who consider outsourcing often struggle with finding the right partner. With so many options, it’s easy to feel overwhelmed.

What is Call Center Infrastructure?

A call center is a department that manages incoming and outgoing calls from customers or potential customers. It can be run in-house by a company or outsourced to another business such as HiredSupport. 

A call center specializes in handling calls. Many types of organizations use call centers, including the following:

• Online Retailers
• Telemarketing Companies
• Help Desks
• Charities

Such organizations use call centers to improve customer experience (CX).

What Are the Hardware Requirements for Call Center Infrastructure?

For a call center to run efficiently, here are the hardware requirements that businesses need along with its respective pricing. Please note that the pricing is for a team of 10 in-house call center agents. 

Hardware Equipment Requirements
Categories	Sub Categories	Pricing Estimation	Monthly or One Time Cost
Telephony Equipment	IP phones, landline phones, headsets, and telephony servers.	$2,500–$10,000	One Time
Computer Hardware	Desktop computers	$5,000–$10,000	One Time
Network Infrastructure	Setup Cost	$8,000	One Time
	Internet Cost	$1,000	Monthly
Server Hardware	Cloud storage solutions	$500	Monthly
	On-premise servers	$8,000	One Time
Security Equipment	Cloud-based security system.	$500	Monthly
	Firewall and security	$10,000	One Time
Backup and Redundancy Systems	Power supplies (UPS) and backup servers	$7,000	One Time
Monitoring and Reporting Tools	Environmental aspects such as temperature, humidity, and power consumption	$1,500 (for a basic monitoring system)	One Time

Source(s): 

What Are the Software Requirements for Call Center Infrastructure?

For a call center to run efficiently, here are the software requirements that businesses need along with its respective pricing. Please note that the pricing is for a team of 10 in-house call center agents. 

Software Equipment Requirements
Categories	Sub Categories	Pricing Estimation	Monthly or One Time Cost
Call Center Software	Call routing, IVR, call recording, and reporting.	$500 to $1500	Monthly
CRM Software	Access customer information and track interactions.	$250 to $1500	Monthly
Predictive Dialer	Automated dialing	$500 to $1000	Monthly

Source(s): 

Top 3 Best Call Center Infrastructure Software

Once we have figured out the average pricing of hardware and software needed to operate a call center, let’s explore the top 3 call center infrastructure software businesses can rely upon. 

1. HiredSupport

HiredSupport is a California-based contact center infrastructure provider. It was established in 2010. Over the past decade, it has worked with more than 100 clients worldwide, serving industries from eCommerce to home improvement.

How does HiredSupport help business owners through effective call center infrastructure management?

HiredSupport is one of the top-rated call center companies in the USA, offering affordable plans starting at just $7/hr. This allows small businesses to get up and running without stretching their budget.

Trusted by companies like Healthy Stuff, FIXD, and Cointree, HiredSupport has boosted customer satisfaction scores by 37% and cut response times by 41%.

HiredSupport has been featured in major outlets such as CNN, HubSpot, and Zapier for its quality services. 

With a 4.9/5 rating on Clutch, it’s a reliable choice for small businesses looking to outsource their operational tasks or for enterprises aiming to reduce costs.

Services Offered

HiredSupport offers the following services to businesses of varying sizes:  

• Call Center Infrastructure Support
• Technical Support
• Back Office Support
• Phone Support
• Email Support
• Data Processing
• Answering Service

Free Trial and Pricing

HiredSupport’s pricing starts from $7/hr. This is one of the few call center companies that offers a 7-day free trial to businesses which can be canceled anytime. 

2. RingCentral

RingCentral is one of the most well-known names in the cloud communication space, offering a scalable platform for businesses of all sizes. It provides an all-in-one communication solution that supports voice, SMS, video, chat, and fax. 

This call center infrastructure is built to support omnichannel communication, making it easy for businesses to engage with customers across multiple platforms. With robust integration options for CRM and collaboration tools, RingCentral is widely used in industries such as healthcare, retail, and finance. The platform also provides seamless team collaboration tools, allowing remote teams to work efficiently.

Services Offered

• Voice, SMS, chat, and video conferencing
• Omnichannel support with CRM integration
• Call routing and call queuing

Free Trial and Pricing:

RingCentral offers a free trial for all of its pricing plans such as Core, Advanced, and Ultra. 

Here’s the breakdown of this call center infrastructure company’s pricing strategy for 10 agents: 

• $300/month
• $350/month
• $450/month

3. Genesys

Genesys is a global leader in customer experience and call center infrastructure software, leveraging AI and analytics to optimize customer journeys. It specializes in delivering omnichannel customer experiences, using AI to personalize interactions across all channels, including voice, chat, and social media. 

This call center infrastructure  With a focus on customer journey management, Genesys provides a comprehensive suite of tools to improve customer satisfaction and agent performance. Its cloud infrastructure supports large enterprises, making it a go-to platform for businesses with complex customer engagement needs.

Services Offered:

• AI-powered customer journey management
• Omnichannel support (voice, chat, social media)
• Real-time analytics and sentiment analysis

Free Trial and Pricing:

Genesys doesn’t offer a free trial. This call center infrastructure company offers three pricing plans.

Here’s the pricing breakdown respectively if your business has 10 call center service agents:

• Genesys Cloud CX 1: $750/month
• Genesys Cloud CX 2: $1150/month
• Genesys Cloud CX 3: $1550/month

Top 3 Strategies to Save on Call Center Infrastructure Costs  

Invest in Employee Training Programs

Investing in agent training is essential for achieving long-term cost savings in your call center. Well-trained agents are more adept at handling customer inquiries, leading to shorter call times and improved first-call resolution (FCR) rates.

Ensure your training program covers product knowledge, strong communication skills, and effective problem-solving techniques. Regular updates to the training will help your agents navigate complex situations more efficiently.

Fine Tune Your Call Routing Strategy

An effective call routing strategy is one of the best ways to cut call center costs while making better use of resources. Smart routing methods, like skills-based or predictive behavioral routing, use advanced algorithms to direct incoming calls based on factors such as the caller’s location, previous interactions, behavior, and the skills of available agents. 

It ensures that each caller is matched with the best agent from the start. By connecting callers to the right person right away, you can avoid unnecessary call transfers and escalations, which can frustrate customers. 

Take Advantage of Self-Service Support 

One of the most effective ways to cut call center costs is by reducing the number of incoming calls, which directly lowers telephony expenses. This can be achieved by offering self-service options that allow customers to find answers and resolve issues on their own, without needing to call the support team. Many customers are eager to use self-service tools when given the option.

In fact, a Salesforce study found that 43% of consumers prefer online self-help portals, and 41% favor knowledge bases over other support channels. Additionally, stats from Outgrow show that 56% of consumers prefer using chatbots over calling support, as they provide fast answers to simple questions.

How to Choose the Best Call Center Infrastructure Vendors?

If establishing your own call center seems like a long shot and one that may drain your funds, I would recommend you outsource call center infrastructure to third-party vendors such as HiredSupport. 

Here are some factors that you should take into consideration before choosing the right provider: 

• Expertise and Experience
• Location
• Scalability and Flexibility
• Data Security
• Certifications (certifications such as HIPAA and PCI compliance)
• Performance Metrics and Quality
• Pricing Structure
• Technology and Infrastructure

Conclusion

Once you have evaluated all of the above factors, it’s time to choose a provider that fits your needs. I would recommend choosing HiredSupport. This call center infrastructure company has a 4.9/5 star rating on Clutch, meaning that startups and enterprises trust HiredSupport for its call center services.