VIDA Management Consultants

Specializing in Customer Interaction

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Call Center Organizational Structure

The organizational structure in a call center is the framework or backbone that supports the agent’s 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, it’s programs, it’s 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:

• Functional operational components
• Leadership requirements
• Communication and feedback requirements
• Skill requirements and hiring criteria
• Agent development and career paths
• Service level agreements (SLAs) between departments
• Identification of process owners
• Team building support
• Cultural attributes
• Work environment requirements

Vida's Services

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

• Reporting structure
• Roles and responsibilities
• Policies
• Career paths
• Compensation
• Team structures
• Interdepartmental relationships