CALL CENTRE DEPARTMENTS
Departments 1. 2. 3. 4. 5. 6.
Operations Quality Assurance Training Human Resource Information Technology 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 Campaign Manager Supervisor Team Captain TSR/CSR
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 HR Director HR
Manager HR Assistant Manager HR
Assistant HR Trainer
HR Executive
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 Director Training& Development
Training Manager
Voice and Accent Trainer
Sales Trainer
Process Trainer
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
Network Administrator
System Administrator
Dialer Administrator
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 Administration Director Admin
Manager Admin
Assistant Manager Admin Admin Executive
Admin Executive
Front Desk Receptionist