Call Center Responsibilities Allocation Matrix
One of the biggest concerns Team Leaders have (especially
new Team Leaders) is not having a clear understanding of their role and all
This can cause a lot of unnecessary confusion and anxiety
within the team and between Team Leaders and their Call Center Manager.
Having managed call centers and consulted with small to
large businesses around the world for 35 years and especially having owned a
call center myself I can’t tell you how many times I’ve seen all the finger
pointing and refereed arguments between Call Center Managers and Team Leaders
claiming it was the other person’s responsibility when something got missed and
things went pear shaped.
Usually the problem came down to a misunderstanding between
the Call Center Manager and Team Leader (usually a new one) because there
wasn’t a clear understanding between them of each of their responsibilities.
And, to complicate things further… there are some shared
responsibilities that they both need to be clear about so there isn’t any
confusion about who is supposed to do what, and when.
To give you an example, last year I was consulting with a
small to medium sized financial services company with a large part of their
call center dedicated to generating qualified leads from an outbound team to
pass onto the sales team.
They had about 30 team members in that group making calls
using a dialer, and as you know, when a dialer slows down and team members are
waiting too long between calls being presented it really screws up their
productivity, and wastes a lot of money with people sitting there just waiting
to speak with someone.
Obviously, you need to check the dialer and see what’s going
on to make sure it isn’t a software issue, but usually it’s the lists loaded in
the dialer that need to be changed because the dialers is running low on data,
so you have to upload new lists.
Well, I was brought in to coach their Call Center Manager
and Team Leader, and one morning I was working with the Team Leader when all of
a sudden one of the partners of the business rushes in and says: Hey, what’s going on?
It’s taking about a minute or more for a call to be
presented, and their just sitting there twiddling their thumbs - who’s supposed
to be looking after that?
He calls in the Call Center Manager and I watch the three of
them going at, back and forth, about who’s supposed to be responsible for the
dialer, and the finger pointing between the Team Leader and Call Center Manager
saying: You’re supposed to look after that! No I’m not, you are!
After 10 minutes of this the partner storms off saying: Just
get it fixed!
The Call Center Manager scowls at the Team Leader, who’s
just about in tears, and stomps off to fix the dialer.
As I watched this scene play out, I thought to myself what a
And, it reminded me about an exercise I’d take them all
through later, which I learnt years ago when I was the Marketing General
Manager at one of the world’s largest hotel groups, which I amended for the call
center world, and call the Call Center Responsibilities Allocation Matrix,
which I provide in my Creating Amazing Team Leaders live and online self-paced
It’s a great tool that’s easy to use to make sure everyone
understands what they are solely responsible for and which areas they have
share responsibility that brings clarity between Call Center Managers and Team
Leaders regarding their individual and shared responsibilities.
Now the first thing you need to do to get started with this
exercise is list all the duties and responsibilities of the Call Center Manager
and Team Leader that you want clarity and alignment on those duties and tasks
that certain roles are responsible for and where the responsibility is shared.
After you’ve completed your list, simply copy and paste
those duties and responsibilities into a form with the headings for each task
type – Administration, Human Resources and Supervision/ Development.
When that’s done, meet with your Team Leaders and explain
that this exercise is all about bringing clarity and alignment on the tasks
each of you do to eliminate any confusion about who is responsible for which
task, and what level of shared responsibility there may be.
Then discuss each task and agree with your Team Leaders which
area on the matrix it should be put.
You’ll find during that process that many of your team
leaders didn’t realize what some of their tasks were, or that they were supposed
to do them and keep you in the loop.
To save time, do this exercise using a laptop that can
project on a large screen TV in one of your meeting rooms, otherwise, use a
whiteboard or grab some butcher paper and use marker pens to complete your
And, just be sure when using either a whiteboard or Butcher
paper that you record the final outcome… simply, take a picture with your phone
and type it out later.
And, once all the tasks have been allocated, understood and
agreed to give a copy of the matrix to your boss and HR for their comments and
approval, and once they’ve signed off on it, send a copy to all your Team
Leaders, and include it your Team Leader training program.
And, then review it ever 6 months or so and update it as you
So that’s the tool! Pretty simple to pull this exercise
together isn’t it?
And let me tell you - once you’ve got clarity and alignment
on all the tasks, you’re life and your Team Leaders lives will get a whole lot
Now, it doesn’t cure dialers from slowing down, but it will
likely get them back up a lot quicker without one of the partners storming in
to see what the hell is going on!
Want to learn more?
Want to learn more on how to develop a proven, practical and
easy-to-implement training program to create amazing Team Leaders with a clear
understanding of their role, and the practical skills needed…
to turn underperformers into high achievers, who regularly
reach (or even exceed) their monthly targets and KPIs?
Simply enroll in my free online course - 7 Pillars For
Creating Amazing Team Leaders using this link https://7pillarsmembers.marccarriere.net/.
You get instant access to this free course PLUS 15
Bonus Micro Training Videos AND free download of the 7 Pillars For
Creating Amazing Team Leaders Guide.
After this Free Training you’ll understand all the vital
elements you need to develop your own structured Team Leader training program
and deliver it.
Just imagine how confident you’ll be training your Team Leaders
with all the skills they need to turn low performing teams into high achievers
that hit (or even exceed) their targets and KPIs every month!