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Call Center Organizational Structure

Organization - Organizational Structure

The organizational structure in a call center is the framework or backbone that supports the agentís delivery of the customer's experience. The formal organizational structure provides governance, reporting relationships, policies, roles, and responsibilities. The informal structure has a strong influence over the success or failure of the center, itís programs, itís culture, and any changes. (see Culture)

Formal Organization

The formal organization ties together and provides the management infrastructure for the basic functions of the center: management, reporting, supervision and coaching, call handling, complaint management, quality assurance, hiring, training, and alignment with other departments.

Organizational design should include:

Vida's Services

VIDAís Contact Center Assessment & Audit services and Call Center Management Coaching services evaluate the fit of the centerís formal organizational structure with strategy, people, process and culture. Specifically: