At present, we have five functional units in our call center -- complaint management, quality management, special services, product and information management and human resources. Very soon, we will start a full inbound call center. Which units and technology are necessary for inbound call centers?
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Each company and call center names their particular units or call center functions differently. However, the important thing to keep in mind for your call center is that you have sufficient support in these areas:
Workforce management (forecasting, call center scheduling)
Real-time operational management
Quality management
Call center training
Process review and optimization
Performance reporting and call center analytics
Call center technology tools and workflows
Human resources (recruiting and general support)
Information technology
Depending upon the size and scope of your call center operation, these functions can be as large as departments themselves, or as is often the case, they are combined and consolidated where synergies make sense.
This was first published in December 2008