CALL CENTRE DEPARTMENTS

Departments

1. Operations

2. Quality Assurance

3. Training

4. Human Resource

5. Information Technology

6. Administration

Operations

The operations department begins with director operations.

The operations manager will usually decide how much time is spent to train customer service agents and management team.

Hierarchy For Operations

Director Operations

Shift Manager

Team Captain

TSR/CSR

Supervisor

Campaign Manager

Human Resource (HR)

HR Department provides large and small companies with support when particular objectives have to be met within a particular time frame.

HR handles: Contracts of employments, recruitments, discipline and grievance, payroll, absence management, psychometric assessment etc.

Hierarchy For HRDirector HR

Manager HR

Assistant Manager HR

HR Executive

AssistantHR Trainer

Training Executive

Training

Training is an important of running a quality call centre, as contact centre agents will not appropriately represent a company without it.

Trainers train new trainees on how the job is done , the policies and procedures, expectations of the company and how to successfully provide excellent customer service.

Hierarchy For Training

Training Manager

Voice and AccentTrainer

Sales Trainer Process Trainer

Director TrainingDevelopment

&

Quality Assurance

Quality assurance ensure customers are receiving the best possible experience when calling in or being called.

They make sure customers are receiving the correct information and treated with respect.

Hierarchy For Quality Assurance

QA Manager

QA Monitor QA Auditor

Information Technology (IT)

Without an IT team the call centre simply cannot run.

They are the ones to keep the equipments including phones and computers running smoothly.

IT teams are housed within the call centre so things can be fixed quickly.

Hierarchy For IT

IT Manager

NetworkAdministrator

SystemAdministrator

DialerAdministrator

Administration

Administration works to meet the organization’s goals.

Planning: deciding in advance what to do, how to do it, when to do it and who should do it.

Organizing: involves identifying responsibilities to be performed, grouping responsibilities into departments or division.

Staffing: means filling job positions with the right people at the right time.

Directing: is leading people in a manner that achieves the goals of the organization. Directing requires interpersonal skills and ability to motivate people.

Controlling: is the function that evaluates quality in all areas and detects potential or actual deviations from the organization’s plan.

Budgeting: begins with the implementation of a budget plan.

Hierarchy For AdministrationDirector Admin

Manager Admin

Assistant ManagerAdmin

Admin Executive Admin Executive

Front DeskReceptionist