organizational structure

[cwhitley]

I am working on a call center redesign team and one of our charges is to make a recommendation for the organizational structure of the technology group. This includes voice, infrastructure and application development. Currently, the technology support for all of our calls centers is supported by the IT department which is a shared service. I am wondering if the members can share with me what their organizational structure looks like? Is the support centralized in a shared service, is it in the call center organization of your company, etc? Thanks

[Carolyn Brantley]

I manage a technical support center, in our organization all support (with exception of some ASP's) is within the IT group. In the case of the ASP's we are first level support for calls and handle the calls that require escalating to the ASP.

I forgot to mention, the support center is within the IT group as well.