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).
In many organizations, the call center reports to the P&L (profit and loss) manager, who also has responsibility for sales and marketing. There are pros and cons to each of these options. I invite you to give me a call and I can run through some of the issues with you. I am based in New Jersey and can be reached at 973-325-2954.
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