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Our company would like to centralize customer service functions. Typically, what department within an organization has responsibility for a call center?

Our company would like to centralize customer service functions. Typically, what department within an organization has responsibility for a call center?

11/13/2006

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Question
Our company would like to centralize customer service functions. Typically, what department within an organization has responsibility for a call center?

Answer

Centralizing your customer services functions into one department will likely increase service quality, enhance member satisfaction, improve effectiveness and reduce costs, as long as you also modify your procedures accordingly.

The department to which the call center reports depends upon the organization. In companies that are very customer-centric, the call center will report directly to the President or EVP of Operations. If marketing drives many of the customer-related decisions, the call center may report to this department, although this arrangement often causes problems. (See an article on the DMG Consulting Web site: Don’t Let Marketing Own the Contact Center).

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