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 organizations

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 organizations
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