I need advice on how to set up a contact center. I want to propose a contact center to a city council. The council currently has a complaint center which operates from 8-5 daily. It has 20 departments that the contact center would need to have link in order answer these calls. The current complaint systems is not a work flow systems thus every end of day, the agent would submit the complaints to respective departments for answers.

How do I go about it? Where do I start? I plan a "Build Operate Transfer" approach. I want to capitalise on outbound calls which will pay for the infra and set up.

I welcome advice...