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call center grr

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  • #49982

    GRR Help
    Participant

    how would i do a grr on call duration in call center? The start time, stop time, and call time is automatically recorded by software system in hh:min:sec.

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    #171605

    Severino
    Participant

    This is a shot in the dark, but perhaps you could use your phone service provider’s system as measurement device 1 and your computer system as measurement device 2.  Just a thought, probably stupid.

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    #171736

    Sayyed
    Participant

    To be honest, this is another shot in the dark.
    But my understanding is through your system you may be able to perform GRR at two levels. One: Check if the report-out from the system is Repeatable and Stable by downloading reports at different intervals. Reproducibility may be checked by two different personnel downloading the same report. Two: Check Accuracy by actually holding a stop-watch for a particular live call to measure your CTQs and then compare it with the automated report to ensure your ops. definitions of start/stop times is as per the system.
    Cheers-
     

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    #171891

    Anton Javier
    Participant

    I have done a GRR for my quality reviewers who audits calls and
    processing. Let me know your email and I will ask my senior team
    leaders to share with you how it was done. It was pretty
    straightforward, I think.No shot in the dark; just a 3 cents worth…Anton Javier
    AIG BPSI

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    #171893

    Ronald
    Participant

    Please send to me as well.  [email protected]

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    #172033

    Luis
    Participant

    please forward to me as well,
    thanks,

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    #172053

    Karambir Singh
    Participant

    Hi Thr,
    I’ll appreciate if you could forward me this material at-
    [email protected]
    Thanks,
    Karam
     

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    #172063

    Rags
    Participant

    Hi Anton Javier, please forward the materials to me as well … [email protected] ….thanks a lot…

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    #172066

    copyright
    Participant

    Rags
    I noticed that you are always collecting stuff here and there,are you respecting the copyright?are you considering to share some stuff that you have prepared?or  you don’t have any?are you making business with those slides?are you respecting the ethics?
    I noticed that everytime you smell any new material ,you jump with
    the stupid question:please forward  the material to me as well?????
    I hate your “spoon-fed” attitude
    I believe that before sending those slides to you and other similar persons we should receive answers to those questions……….

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    #172067

    Honest Hindi
    Participant

    Sir
    Being myself an honest Indian I dare to say:
    You don’t know the indian culture Sir ,is almost copy and paste with lot of pretenders and fake professionals…..Sir  >>>
    You find so many fake persons like Rags who pretends to be an expert  (fake BB or even MBB),utilizing and making business out of those free slides ….So a piece of advice to you all:be careful when dealing with such persons??  

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    #172132

    BelowTheBelt Certified
    Participant

    I don’t think there’s a need to come up with a GR&R study with an automated system since this will be the basis already by itself and it even has high resolution capturing time components.
    What you need to focus on is the maintenance of the system itself such a mean time before failure, mean time to repair, among others.

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