Designing a new organisation structure for a contact centre to ensure it remains sustainable

Designing a new organisation structure for a contact centre to ensure it remains sustainable

 

A recent review had found that the organisation structure of this contact centre was not sustainable and not supporting operational demand.

This client contact centre had been in operation for 10 years, with demand for its services increasing year on year. Levant was engaged to work closely with several key stakeholders to undertake a review of the current operating model to identify where the challenges lay.

We created a set of design principles that would ensure we stayed true to what we set out to achieve. We then created a target operating model and organisation structure options with associated costing. One of the options was budget neutral, recognising the tightened spending in NSW government. The other option required some investment which we anticipate to be returned over the short to medium term once the efficiencies of the new structure are realised.

 

Engagement snapshot

Duration
3 months
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Resourcing
2 consultants, part-time
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Outcome
A new organisation structure for the contact centre approved by the Executive and ready to be implemented.

 
GovernmentSculpt Design Co.Organisation design