Call centers come in a variety of types and sizes that range from very small teams to large, complex enterprises. Although the considerable range of call center operations calls for constant redesign, call centers typically fall into one of three organizational structures.
In an article for The Call Center School, call center analyst Maggie Klenke notes that many call centers fall into bureaucratic, top-down structures with mechanized processes designed for optimum control. Klenke also observes that some call centers fall into more modern horizontal structures, and some employ a self-managed team structure. Most centers, according to "Call Center" Magazine, also centralize common resources like payroll, purchasing and human resources departments.
In a call center, a top-down bureaucratic and mechanized structure allows for maximum control of employees performing repetitious tasks. A horizontal or self-managed team structure, in contrast, gives employees flexibility to create new processes and new approaches to handling customer calls.
Although many call centers currently use a centralized bureaucratic, horizontal or self-managed team organizational structure, "Call Center" Magazine notes that centers must constantly reassess their designs and change to meet business requirements. In addition, "Call Center" Magazine points out that these changes may mean that organizational structures vary from call center to call center.
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
Organizational Team Structure
As an organization grows, its structure becomes increasingly important. A large organization can't be managed properly unless it has an strong internal...
The Organizational Structure of Human Resources
Human resources (HR) no longer mirrors its "personnel department" roots. How it appears on an organization chart varies by type of company....
Customer Service Department Organization Structure
A customer service department in a company is the customers' first point of contact for questions, complaints and possibly order fulfillment. The...
The Organizational Structure of a Day Care
To run any business successfully, it is essential to have a plan of action. A day care can especially benefit from an...
How to Determine Organizational Structure Types
Two main types of organizational structures are hierarchical and flat. Hierarchical organizations are also known as "tall organizations" and are characterized by...
How to Start a Call Center Business
If you are planning to start a call center, you may safely set aside the age-old recommendation that location is everything. Because...
How to Make a Customer Service Process Flowchart
A customer service flowchart is a diagram that illustrates the sequence of steps a company takes to deal with a customer service...
How to Create a Control Chart for Average Call Length
A control chart is a tool used in statistical process control to determine if a process, such as the time an operator...
Qualities of a Good Call Center Supervisor
An outstanding call center supervisor reaches beyond the daily metrics and human resources issues. She taps into her creativity when managing her...
Types of Organizational Structure in Office Administration
Organizational structure is defined by Lamar University as “the formal system of task and reporting relationships that controls, coordinates, and motivates employees...
What Are the Parts to a Organizational Chart?
An organizational chart is a diagram that defines the hierarchy, organizational structure, reporting delegation and areas of responsibility. Every organization should have...