You will need to provide it from within your current site, lease new space, or build the physical plant. It's not just the salaries. Don't forget about turnover and the constant recruiting process. Landing the most talented people for customer care is a big challenge. Our HR department interviews hundreds of people a week to find the top notch talent to support our clients' sites.
Training is an on-going process.
At ecom , we have a full-time training center to keep our eCSRs up to speed on changes in our core technologies plus changes in our clients' products and pricing. Your internal investment in technology will be tremendous. There are phone systems, long distance carriers, databases, online support software, integration software, servers, and PCs and peripherals for operations. And then, you will need to significantly beef up your IT department to roll it out to the floor and to maintain and upgrade your technology. Our IT experts have already worked through the thorny interface issues and are constantly researching the landscape for the best products to use for our clients.