Call centers are made up of a large range of individuals, some with very few employees to as large as thousands of employees
Tele-bank call centers are made up of a large range of individuals, some with very few employees to as large as thousands of employees. Some are satellite operations of larger corporations and others comprise the majority of the business's employees. The structure is basically the same in all call centers. They all operate under the understanding that the structure must meet the needs of your business and be prepared for any future changes whether seen or unforeseen.
There are two major types of call centers mechanistic and organic. They are broken down further to three types subcategories which are: bureaucratic, flattening, and self managed. The bureaucratic form which falls under the mechanistic category uses a pyramid-shaped organizational chart with managers at the top and the agents at the bottom. The intermediate supervisors and supporting managers are located between these two. The ratio of agents to supervisors is usually 20 to 1 and the manager has up to 15 people who directly reports to them including the quality assurance staff, workforce planners, trainers, in addition to the supervisors. A large center can have an additional layer made up of shift managers, product or process managers, and managers that are above the supervisors who help maintain the appropriate reporting relationship and ratio. This type of organization is best used when command and control are vital and the leadership is strong and rules are clear.
The flattening type of organization which falls under the organic category has larger groups and far fewer layers. This minimizes the number of people that are between the top mangers and bottom agents. This is the style of organization found in most Tele-banking firms. This style of organization is much faster and more flexible when changes occur and pushes the authority down the organization along with more responsibility. The best time to use flattening is when the authority and responsibility is closely in sync throughout the organization; however some command and control may still be required. If an organization has fixed teams they will work well in this organization.
The self managed contains all of the necessary disciplines and capabilities to accomplish the tasks assigned to it independently. Teams are made up of various sizes but they work best when size is kept to a minimum, large groups tends to negatively effect communication. However with today's technology it has made much easier for teams to grow to multiple work sites and even go international. This type of organization allows teams to be more fluid, because they can be realigned with personnel being shifted from one team to another as the projects and processes demand. This type of organization is best when using staff that are specialized organizations are project-oriented. There is also a fourth type of...