The call center structure has a strict hierarchy. Each employee is an integral part of the team. Only in this way it is possible to achieve the set goals and solve important tasks.
Competent organization of the call center is a clearly built scheme of interaction between the call center and other departments. This approach in full allows you to increase the efficiency of service and reduce the cost of maintenance.
Call center structure
Operators – specialists in conducting telephone conversations with customers. At first glance, the work of such employees is simple, but in fact it is these people who solve important business tasks. Operators provide general information and, if necessary, redirect the customer to a more specialized specialist.
What an operator does:
- Receives incoming calls
- Makes calls
- Chat with customers
- Handles e-mail
- Advises consumers
Supervisor – supervises the work of call-center employees:
- Controls the quality and volume of work of operators
- Controls the interaction of the call-center with other departments of the company
Manager – forms basic and secondary tasks of the call center.
What a manager should do:
- Define and set tasks for operators and supervisors
- Work with customers
- Formalize a list of indicators to be met in the company
The work of individual departments is supervised by the manager. His work is aimed at controlling and developing the center.
In addition to the above positions, in the call center work:
- IT-administrator
- HR-specialist
- Recruiter
- Quality control manager
It is worth considering that each particular call center has its own organizational structure. Depending on the specifics of the company, additional elements can be introduced that help in more effective management of processes, for example, a specialist on narrow issues.
The effectiveness of the call center, of course, depends on its structure. But it is also worth taking into account the smooth interaction with other departments: sales or delivery departments.