What type of organisational structure will you need to produce effective co-ordi¬ nation of, and communication between, the numbers of staff you have identified in answer to questions 2 and 3?

Recently there has been a dramatic growth in the number of call centres. These are large groups of staff gathered together at a centre to deal with much, if not all, of the dealings between the business and its customers. This development is made possible by advances in telecommunications and is made necessary to overcome many of the inefficiencies and delays that come from having to rely mainly on communication by post. Typically the call centre is geographically remote from the rest of the business. Often this is to avoid the high labour costs of south-east England, but there is also a view that regional accents are more acceptable to customers than those from the south-east.