Customer Service Management

When it comes to Customer Service Management, one of the first things you should be aware of is the basic group structure of customer services department. Because before thinking about "how to manage", you must know "what to manage". As I've already written in previous post which was kind of an introduction to customer service, I'm better in covering the Telecom sphere because of my past work experience. So, let's go straight to the point. What is the basic group structure of customer service department in Telecom sphere? Here are the main groups that should be a part of any organization:
  
1) Direct Appeal Groups: These groups are the teams which are usually addressed by customers. It can be divided into:

a) Front Desk / Front Office / Reception
b) Call Center
c) Helpdesk on Company's Official Web Page / Internet Hot Chat Line / Online Referrals Admin

These three groups are (in warfare terms) the forefront. Employees who receive the first artillery attack of frustrated, complaining and angry customers. These guys are the most worn-out, tired and stressed members of the whole department. They are also the most inclined members to leave the company (or get promoted) in less than two years (I will explain you why in my next post about customer service)

2) Return Groups: These are the members who return to customers after a certain investigation of their complaints. It can be divided into:

a) Customer Complaints Handling Group
b) Customer Requests Handling Group

Usually these are not two separate groups but are connected into one body. This group is also faced with a very stressful job because the customers this group is working with are usually the most problematic people whose problems can not be solved in short time by Direct Appeal Groups. Also these members usually work with service developers and IT Helpdesk due to the aim of handling complaints carefully and before deadlines (actually this was the very group I was a part of after being promoted from Front Desk).

3) Support Groups: These groups also return back to customers but more peacefully. Usually they call and meet customers to handle little problems. Also, the Support Groups contain team members who are always on line with Major Account and Corporate customers (someone said revenue? did I hear money?).

4) Sales Groups: Basically, Telemarketing. Lads who make sales calls after examining each customer. Their main aim is to increase company revenues.

5) Control and Security Groups: These groups are responsible for detecting illegal activities by customers in prejudice of the company. They are:

a) Fraud Control Group
b) Credit Control Group

These two groups can be connected in one because each group won't contain more than 2-3 people, plus working together can be more effective. By the way, Fraud Group is also responsible for controlling employees in order to prevent incidents like leaking of confidential information and corporate secrets.

6) Training Groups: Just as it derives from name, a bunch of people who train, examine and certificate the employees. In other words: teachers at work.

7) Monitoring and Evaluation Group: Simply, it's the people nobody usually likes in companies. People who evaluate work performance and set monthly and annual scores which affect bonuses and professional grades of employees.

That is all actually. But only for today and as an introduction. In future posts I will try to cover each group's performance and structure separately.

Good luck folks!