help desk

Helping the Help Desk Satisfy Customers More Quickly: An iSixSigma Case Study

A young, rapidly expanding financial services company located in India runs an in-house help desk for responding to customer queries via email or telephone. Help desk response time is tracked using software that calculates the time between registering and closing calls. A project was instituted to train employees in the relevant tools and techniques of…

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Improving Help Desk Functions by Using Lean Six Sigma

Nari Kannan

Help desks often face a barrage of complaints when voice of the customer (VOC) data is collected. These typically include: “I had to describe the problem to more than one person before it was solved.” “I had to describe the problem to more than one person, and each time I was asked to do the…

help desk

Helping the Help Desk Satisfy Customers More Quickly: An iSixSigma Case Study

Improving Help Desk Functions by Using Lean Six Sigma

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