Structuring for Optimal Call Center Service-to-Sales Performance

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"Structuring for Optimal Call Center Service-to-Sales Performance

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Study Overview:

Organizations that have successfully developed a service-to-sales orientation in their call centers must continually review the efficiency of their organizational structure and make changes as required to accommodate new product and service introductions and to improve performance. Developing a definitive strategy for arranging people and functions is a critical part of any service-to-sales transformation, as it can provide stability for the change initiative and will help drive performance.

Call center executives, managers and supervisors will benefit from a multitude of valuable practices and lessons learned that will guide and assist them to design, deploy and refine their organizational structure more effectively to support high performance service-sales units.

Key Topics Areas:

• Approaches to Developing and Refining Organizational Structure to Support a Sales Culture
• Refining Structure to Reflect Service and Sales Requirements
• Designating Spans of Control to Ensure Service and Sales Performance

Sample Best Practices:

• Recognize the importance of “structural flexibility” to maximize performance on an on-going basis.

• Design organizational structure to reflect call center size, product and portfolio complexity and cultural orientation.

• Find the right mix of supervisors to representatives to drive service-to-sales transformation performance.

Methodology:

This research originated from a Best Practices, LLC consulting project. It was conducted for a client and was based on interviews and surveys with executives and senior managers in the telecommunications, financial services, computer software and other industries.

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