Call Center Organizational Structure: How To Build It The Right Way

The right call center organizational structure can have huge effects on how efficient your call center is and metrics like CSAT.
Published on: Jan 10, 2024
Last updated: Jan 25, 2024

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Have you ever wondered why some call centers run smoothly while others struggle? The key lies in the call center organizational structure. When companies successfully optimize their operational model, they achieve a 20% increase in customer satisfaction.

Customer support professionals in these industries recognize the importance of call center organizational structure. But what exactly is call center structure, and why does it matter? In this post, we will guide you on how to build a well-structured call center.

Keep reading to discover tips on call center organizational structure best practices for better coordination and happier customers.

Importance of the right call center organizational structure

A simple organizational structure helps call centers meet expectations and improve customer experiences. Here's why the right call center organizational structure matters:

  1. Meeting Customer Expectations: After COVID-19, 93% of customer service departments believe customers have higher expectations. They want custom service that isn’t confusing with fast outcomes. They demand multi-channel support that is efficient and convenient.
  2. Improving Customer Satisfaction: An organized call center ensures smoother operations and enhances customer satisfaction. It allows for faster call routing that reduces wait times. Overall, customers get a seamless experience.
  3. Employee Retention: Companies can decrease call center turnover with clear roles and advancement opportunities. Employees who understand their roles and growth potential are more committed.

Establishing a clear call center hierarchy isn't impossible. Yet, a simple call structure in customer service requires a careful review of expectations.

Call center roles, departments, and responsibilities

Companies need call centers to provide efficient customer support. About 90% of people want to speak to a live customer service representative. Call centers should have support roles working together for the best customer experience.

Additionally, call centers need customer service managers and team leaders who oversee operations and guide agents. The use of call center software helps improve and automate processes.

Call center agents

Call center agents are crucial in delivering outstanding customer service. They are the foundation of the call center organizational structure. These agents interact with customers to meet their needs.

Here's what you need to know about them:

  • They are the frontline representatives of many types of call centers.
  • Their main job is to handle incoming calls and outbound calls.
  • Call center agents assist customers with questions and fix issues.
  • These agents can process orders and payments.
  • They handle complaints with quick solutions.
  • They conduct research and gather customer feedback.

Call center agents need various skills to succeed. They should have excellent communication and problem-solving skills. The agents should be able to work with other agents and should also have strong competencies when it comes to CRM, helpdesk, and troubleshooting software.

Following every call, the agents are responsible for recording customer data for future needs. In finance, agents may handle contact information, transaction records, or a log of past interactions. This valuable data holds valuable insights into customer behavior.

Senior agents

Senior agents in a call center have more experience than your standard customer service professionals. This means they can handle more complex issues. Here's what you need to know about them:

  • They serve as the first contact for escalated tickets.
  • Their role involves reinforcing training and supporting junior agents.
  • They may have additional responsibilities like training or helping the Q&A department.

Senior agents fit into the next level up in any contact center structure. They can handle more challenging interactions and serve as a resource for junior agents. Senior agents usually take tickets that demand specialized knowledge.

Their experience supports high service standards and settles complex customer issues. They should also be skilled in phone systems and cobrowsing software. Fullview's cobrowsing software allows level 2 and 3 call center agents to observe agents and show them how to improve customer interactions.

Call center managers

A Call Center Manager, also known as a Contact Center Manager, oversees the operations of a call center. Here's what you need to know about them:

  • They hire and supervise the daily operations of call centers.
  • They are responsible for fixing difficult customer issues.
  • They manage training, interviews, and onboarding new employees.
  • They track critical performance data, like time to resolution.
  • They work with unhappy customers to address their concerns.
  • They schedule shifts and ensure smooth workflow in the call center.

Call center managers are one of the higher tiers in a call center. They are responsible for the daily decision-making. Managers should have a bachelor's degree, experience in personnel management, and strong people and problem-solving skills.

The ideal manager will have to multitask while maintaining a high level of organization.

Technical department

The technical department handles technical issues and questions from customers. Here's why it’s an essential part of the call center organization:

  • They provide technical support and troubleshooting assistance.
  • They work closely with other departments to combine and maintain systems.
  • This team is responsible for upgrading call center infrastructure, including hardware, software, and networks.
  • They may develop training program technology to enhance the technical skills of call center agents.

The technical department is also responsible for ensuring that the tech stack that the call center uses meets standards and runs smoothly.

Sales department

An able-bodied sales department increases revenue and drives business growth. In today's business landscape, traditional methods like cold calling are less effective in engaging customers.

Still, modern sales teams can apply other methods to create more revenue. Here’s how important a sales department can be:

  • It focuses on selling products or services to customers using different strategies.
  • Upselling is a technique that persuades customers to buy an add-on to increase the sales value.
  • The sales department will analyze data to identify potential upsell and cross-sell opportunities based on customer behavior.
  • Sales personnel can use cobrowsing and session replays to optimize sales outreach. With interactive experiences, these tools promote sales because they enable agents to create personalized interactions.

Having a sales department can help a business close more deals.

Here's how the sales department can use cobrowsing and session replays technology to help achieve that goal:

  • Cobrowsing builds trust and increases the likelihood of making a sale.
  • Cobrowsing streamlines the sales process for remote sales teams. It also helps them connect with customers regardless of location.
  • Session replays offer insights into customer preferences for sales teams to optimize their approach.
  • Session replays capture user interactions and allow representatives to discover pain points.
  • Cobrowsing and session replays find bottlenecks and friction points in the customer journey.

HR department

The HR department manages administrative roles, including hiring and employee development. Here are the key points to understand about the HR department:

  • HR ensures the call center has employees who can offer excellent customer service.
  • HR creates a positive working environment and fosters employee satisfaction.
  • It develops competitive compensation and benefits packages to attract and keep talented individuals.
  • HR also focuses on adherence to employment laws and reducing liability issues related to unfair practices.
  • It coordinates with the training department to make programs that enhance employee performance.

HR hires and schedules training for employees and creates a positive work atmosphere. Also, the department forms compensation systems, manages employee relations, and promotes employee engagement.

Training department

The training department strengthens the success and efficiency of the call center processes. The call center industry is active and constantly evolving. The training department assists agents in staying up-to-date with the latest trends and product knowledge.

Here are some reasons why the training department is so important:

  • The training department trains call center employees so they can handle general questions and deliver the best experience.
  • Training goes beyond simple onboarding and educates agents on product details, problem-solving, and soft skills.
  • The training department supports employee growth and customer satisfaction by equipping agents with the tools they need to meet expectations.

Effective training programs improve employee happiness, skills, and creativity. eLearning is also a cost-effective option for training. Employees show higher comprehension and improved performance indicators. In addition to all of this, the training department can assist employees in using software like cobrowsing and session replays to enhance support.

Q&A department

The Q&A department evaluates the performance of call center agents to ensure they follow established guidelines and policies. Here are the key points to understand about the importance of the Q&A department:

  • They conduct quality assurance reviews to identify improvement areas and maintain high customer service standards.
  • Feedback and coaching sessions help agents improve their performance and deliver an exceptional customer experience.
  • Compliance with industry rules is essential for call centers operating in controlled industries like healthcare or finance.
  • The training department ensures that agents understand requirements, such as privacy laws and data protection.
  • They make use of technology like session replays and cobrowsing call recordings to fix product issues, see user behavior in context, and ensure that agents are providing effective support.

Implementing a robust QA program in call centers improves customer satisfaction and increases customer loyalty. Q&A also highlights the benefits of using Cobrowsing to simplify problem-solving.

Call center organizational charts

In this section, we’ll discuss give different kinds of call centers and what a simple org structure for each one looks like.

Remember: the structure of your call center will depend on the industry you operate in, your budget, whether the call center is physical or virtual, and a host of other factors. The examples below are meant to be illustrative rather than comprehensive.

Large Multifunctional Call Center

Description: This is a comprehensive call center structure designed for handling a wide range of customer interactions. It includes multiple departments such as customer support, technical support, sales, and billing. Each department is headed by a manager who reports to the call center director.

- Call Center Director
 - Customer Support Department
   - Customer Support Manager
     - Customer Support Representatives
 - Technical Support Department
   - Technical Support Manager
     - Technical Support Representatives
 - Sales Department
   - Sales Manager
     - Sales Representatives
 - Billing Department
   - Billing Manager
     - Billing Representatives

Outbound Sales Call Center

Description: This structure focuses primarily on outbound sales activities. It includes roles such as Sales Representatives, Team Leaders, and Sales Managers. The emphasis is on proactively reaching out to potential customers, making sales calls, and achieving sales targets.

- Sales Call Center Director
 - Sales Managers
   - Sales Team Leaders
     - Sales Representatives

Inbound Technical Support Center (Tech Industry)

Description: Tailored for the tech industry, this structure is designed to handle inbound technical support queries. It includes roles such as Technical Support Representatives, Tier 2 Support, and Support Managers. The focus is on providing technical expertise to resolve customer issues.

- Technical Support Center Director
 - Support Managers
   - Tier 2 Support
   - Technical Support Representatives

Virtual Call Center

Description: In this modern setup, agents work remotely from different locations. The organizational structure is adapted to a virtual environment, utilizing technology for communication and collaboration. It includes Virtual Team Leaders and a Virtual Call Center Manager overseeing operations.

- Virtual Call Center Manager
 - Virtual Team Leaders
   - Remote Agents

Healthcare Call Center

Description: This specialized call center is designed for the healthcare industry. It includes roles such as Medical Support Representatives, Health Information Specialists, and Healthcare Call Center Managers. The structure emphasizes compliance with healthcare regulations and maintaining patient confidentiality.

- Healthcare Call Center Manager
 - Health Information Specialists
 - Medical Support Representatives

Final Thoughts

In conclusion, a well-structured call center is paramount for meeting the evolving expectations of customers in the post-COVID-19 era. As customer service demands rise, the right call center organizational structure becomes a linchpin for success.

Efficient call center roles, such as agents, senior agents, managers, technical, sales, HR, training, and Q&A departments, each play a crucial part in delivering outstanding customer experiences. From handling complex technical issues to driving sales through personalized interactions, and from ensuring compliance to enhancing employee skills through effective training, every component of the call center structure contributes to the overall satisfaction of both customers and employees.

A clear hierarchy, supported by advanced technologies like cobrowsing and session replays, not only improves operational efficiency but also fosters a positive work environment, reduces turnover, and ultimately results in a 20% increase in customer satisfaction, as evidenced by successful companies that have optimized their operational models.

Fullview's cobrowsing software offers a powerful business solution for a better call center structure. It empowers agents to provide exceptional customer service with seamless integration and collaboration features. Don’t hesitate to transform your virtual call center with cobrowsing.

Take the leap and consider using Fullview's cobrowsing software today. Visit our website to learn more or schedule a demo.


Last checked on: 10-Jan-2024

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