A call centre is a setting, in which communication between the organization and the clients or the customers takes place regarding the various products and services of the organization. Call centres are of two types known as inbound call centres and the outbound call centres.
The inbound call centres are operated by the company in order to provide information. On the other hand, the outbound call centres are operated for telemarketing and debt collection. Regardless of the type of call centres, acall centre management hierarchyalways exists in the system, so as to ensure that all the activities are being performed in the appropriate manner and the flow of information is being carried out in the most effective way.
A typical call centre is comprised of six specific departments namely Operations, Quality Assurance, Training, Human Resource, Information Technology and Administration. There are distinct hierarchy of positions present in the different departments. Let’s get into the details:
Director of Operations: The call centre director manages the essential day to day operations such as scheduling, implementation of the necessary software and fulfilment of the sales goals.
Shift Manager: The call centre shift managers review all the policies and procedures of the centre from time to time and tracks the volume of the calls.
Campaign Manager: The campaign manager develops and executes various campaigns so as to increase the sales and to meet the targets of the call centre.
Supervisor:The supervisor monitors all the call centre operators.
Team Captain: The team captain ensures that all the operating procedures of the call centreare properly being implemented.
Quality Assurance Department
QA Manager: A QA manager designs the database management systems and the call monitoring formats in order to enhance the quality standards of the operations.
QA Monitor: A QA monitor analyses the needs and requirements of the clients and customers, and communicates with the QA manager regarding the necessary improvements.
QA Auditor: The QA auditors periodically review the various quality systems.
Director-Training: The training director develops various modules and strategies for imparting the necessary training to the fresher’s.
Training Manager: The training manager assures that all the participants are getting access to the training sessions in the proper way.
Voice and Accent Trainer:The trainer provides training to the newly hired employees, to neutralize their accent.
Sales Trainer:The sales trainer imparts training to the employees on how to successfully meet the sales targets.
Process Trainer: The process trainer provides training regarding the new processes.
Human Resource Department
Director-HR: The human resource director creates the timeline and the strategies for all the human resource activities.
Manager-HR: The manager manages all the human resource activities.
Assistant Manager-HR: The assistant manager helps the manager in conducting the recruitment process smoothly.
Information Technology Department
IT Manager: The IT managers oversee all the IT operations of the call centre.
Network Administrator: Manages the aspects such as voice networking, telecommunication protocols and the signalling standards.
System Administrator: Handles the call centre system setup, dialler server configuration and remote systems.
The administration department of the call centre management hierarchy, which performs the regular office functions, is also classified into job positions such as director of administration, manager, assistant manager and the front desk receptionist.