At present, we have five functional units in our call center -- complaint management, quality management, special services, product and information management and human resources. Very soon, we will start a full inbound call center. Which units are necessary to run a quality inbound call center?

Each call center has slightly different structure . There are severla good alternatives. First you should think of these functional areas:

# Workforce management (forecasting, scheduling)
# Traffic (operational) management
# IVR menu management
# Education and training
# Branches divided in teams of agents
# Performance reporting, optimization and call center analytics
# Human resources (recruiting and general support)
# Information technology

These areas can be combined and consolidated depending on the size of cc