[Ellis Sina]

I am a very good pc technician specialized in hardware and networking. But currently, a health insurance firm I once worked for wants me to assist them setup a Customer care support office where agents will be employed to most especially receive incoming calls, escalating issues, finding a web-based platform with applications to resolve issues and others. This is a whole new experience to me although I have once worked as a Customer Care Representative with a telecommunications firm before.
If I could get a fair idea especially the skeletal setup or blueprints as to how to start all this from beginning. Any advice is welcomed