Call Center Governance

1. (noun) The acts of controlling, directing, and standardizing the conduct, actions, and solutions associated with the oversight of Call Center Management.

2. (noun) The documented set of policies, standards, rules, and controls that define how one or more Call Center Items are to be registered, tracked, and managed within an Organization.

3. (noun) An Organization, or organizational unit, whose primary responsibility is to establish, oversee, and enforce the policies, standards, and controls governing the management of a set of Call Center Items.