Small team contact centre for local businesses

Small and mid-sized businesses, online retailers, utilities contractors and service companies that want to outsource customer enquiries.

Contracts priced per agent hour or per handled call, usually with a monthly minimum. Margin comes from keeping agents busy across several clients.

• Hiring and training staff
• Scheduling and call-volume planning
• Selling contracts to businesses
• Customer service and quality checking

• Employer duties in your province, including employment standards, payroll and WCB or WSIB coverage
• Privacy law for callers' data and call recording consent; check PIPEDA and any provincial rules, and what clients require in contracts
• Check local business licence and zoning rules for your office
• Commercial general liability insurance, and cyber cover if you hold client data
• Relying on one or two big clients is risky, so spread contracts when you can
• Staff turnover and quiet periods can squeeze margins

Estimates for this business are typically around $8,000 to $35,000 to start, depending on your office space, equipment and how many agents you hire at the outset. Insurance is also worth pricing.

Estimated monthly revenue is typically around $5,000 to $25,000, depending on how many client contracts you win and the size of your team. Relying on one or two big clients is risky, and staff turnover can squeeze margins.

Check employer duties in your province, including employment standards, payroll and WCB or WSIB coverage. Also check privacy law for callers' data, such as PIPEDA, call recording consent, and local business licence and zoning rules for your office.