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Averages and Control Chart selection for Call Center

Six Sigma – iSixSigma Forums Old Forums General Averages and Control Chart selection for Call Center

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  • #31499

    Butch
    Participant

    I have Call Center data that provides me averages per day of number of Call, number abandoned, time took to answer call.  These are all averages for a particular day.  Our software only provides to that level, not lower.  – down to the individual call level.
    Question:
    What can we with average data for a Control Chart?  How could we determine variability?
     

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    #83123

    Tierradentro
    Participant

    Good question. Determining variability would best be done if you could measure avergage call length or even break down your stats per hour or per rep. There are so many variables that your going to have to look at a specific metric or take it on a metric by metric basis. I’ve done many Six Sigma projects for Call Centers, and there seems to be a high degree of variability in call length, abandones and time in queue. The type of call also will impact call length, so you might consider breaking it down by call type, averge length per call, per rep, per hr. If you have any questions, you can email me at [email protected]
     

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    #95989

    Anil Bakshi
    Participant

    Hi John,
    Can you pls send me some case studies on using control charts in a call center.I would like to use them in creating awareness & benefits of control charts to line managers.
    Would appreciate your help.
    Regards

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    #110093

    Darlene
    Participant

    Hi,
    If you could email me any info on call centers’ using control charts, I would greatly appreciate it.  I am also trying to create awareness and educate management on the benefits of control charts.  Thank you and have a great afternoon.
    Sincerely,
    Darlene Butler
    [email protected]
    St. Pete, FL
     
     

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    #169136

    tinitn
    Member

    Hi there would any of you in this thread be able to provide with me any info / case studies on best practices for use of control charts in call centers? Appreciate any QUICK help! THANKS A BUNCH!

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    #175591

    Rosario
    Participant

    Does anyone from this thread have the control chart examples? Please forward if available.Thanks for your help.

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Viewing 6 posts - 1 through 6 (of 6 total)

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