• According to my preliminary calculations, 11 sigma is the equivalent of 1 defect for every 1,426,971,118,249,190,000,000,000,000 opportunities.
    If the opportunities are occurring at the rate of one hundred million per second, it would take about 7.5 billion years to record enough opportunities to rate a process at 11 sigma.
    Since the generally…[Read more]

  • Long replied to the topic Call Center Response Time in the forum General 20 years, 1 month ago

    as the previous message indicates, response time is usually stated as a target and then that drives your solution, i.e., answer 90% of inbound calls within 10 seconds.I have done some detailed work around planning, budgeting and staffing a call center to meet similar call traffic contraints using 3rd party and proprietary tools alike. It’s not as…[Read more]