CALL CENTRE

DEPARTMENTS
Departments
1. Operations
2. Quality Assurance
3. Training
4. Human Resource
5. Information Technology
6. 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 Assistant
Manager HR 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

Sales Trainer Process Trainer
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 System Dialer

Administrator Administrator 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