When call centers are judged on their ability to handle a changing workload, the telecom folks are intent on living within their annual budget and marketing is being assessed on response rates, that's a recipe for problems. The answer is to sit down with colleagues across divisions and identify objectives and accountabilities that may be in conflict. Also, support positions must be enablers. Ultimately, the organizational structure should facilitate branding. The organization's desired image, how it wishes to define and serve customer segments and the specific requirements of individual customers should comprise objectives that span the organization's marketing efforts, the products and services it provides and the contributions of the call center.
Successful organizations design their structures to fit their unique and evolving situations.
Don't let your organizational structure become stagnant. It can and must change as your services develop. Us Copyright 1996-2000 Advanstar Communications. Please send any technical comments or questions to our Webmaster .