Organizational Structures for an Expanding Call Center

Change management

Dec 01, 2008

Hi all, I am trying to plan ahead for 2009. Our insurance and IT help desk will be doubling its staff from 250 to 500 by March, and I'm trying to find out if there is anyone out there who can guide me on organizational structures for a call center at this level of staff. Thank you Nigel

– nigel

Answers

  • Posted at 12:00AM on Dec 15, 2008

    Hi ! You may want to look at the following ratios: Agent:TL-18:1 TL:Assistant Manager: 5:1 Assistant Manager:Operations Manager: 3:1 You may want to have a Senior Manager to whom these operations managers would report in. Depends on the HR structure that you have. For Training and Quality, you may look at the following ratios: Agent:Trainer:100:1 Agent:QA-50:1 The ratios of Trainers and QAs might differ basis the activities that you plan to be done by these groups. Hope this helps.

  • VP Posted at 12:00AM on Dec 15, 2008

    Nigel, it would be helpful if you could provide some information on your current structure, or elaborate on the question. With 250 employees, I'm sure that there is already some structure in place. Is your question in reference to call segmentation, agent specializations, call distribution, supervisory structure?

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