Contact centers organization, communication channels, and contact centers employees

Abstract

The paper provides general information about contact centers: their organization, communication channels, and organization of employees. Contact centers can be organized in different ways. In order to be competitive, banks pay attention to meet the clients' needs and enable them new channels for communication. To this end, today's banks provide contact centre services through several communication channels. In addition to the organization of contact centers and communication channels, this paper will also be focusing on contact centre employees. In particular, on the characteristics required from this employee profile, ways to calculate the number of employees per shift, ways to delegate employees, and a few recommendations on how to retain employees. The paper contains detailed information about the contact center of Komercijalna banka a.d. Belgrade, and its organization of employees.