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Call Center Response Time

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Viewing 28 posts - 1 through 28 (of 28 total)
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  • #27868

    John Adamo
    Participant

    Has anyone done a project for call center response time? 
    I was just assigned this project and was wondering if anyone would be willing to share some of the information on how they approached this problem and tools that they used.  I think process mapping is first step, but I am not sure what the map should look like.  Where is a Transaction MBB when you need one?
    Any help would be appreciated.

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    #68849

    denton
    Participant

    I’ve mentored several projects relating to our call center operations at Iomega.  Not sure how much help any of it will be in your particular situation, but if you have specific questions, drop me an email.
    Denton Bramwell
    Sr. Master Black Belt
    [email protected]
     

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    #68852

    Jim Johnson
    Participant

    Hello. I have done projects in the call center environment. I have never done one specifically on response time, however, I would think that it will be a case where you have a target (specification) that you are trying to achieve.Please send me some more information [email protected] will be glad to help you in any way that I can.Jim Johnson

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    #68871

    Tami Miller
    Member

    HI Rick,I am working on converting some of our typical call center metrics and initiatives to six sigma methodology for our company. Any information you have would be very much appreciated- I have not been to formal Six Sigma training, but have been reading quite a few books and discussion forums the last 2 months. Also, are you aware of an online tutorial for Six Sigma that you can work on an actual project through the lessons? Again, any info would be greatly appreciated. Thanks!

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    #68874

    Judy Magin
    Participant

    Hi John,  People have used our software (Crystal Ball) to determine Call Center Volume.  You can review a sample model from the following link:  http://www.decisioneering.com/models/model_index.html
    Please do not hesitate to contact me with questions.  [email protected]

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    #68878

    John Adamo
    Participant

    Rick:
    Thank you for your reply. You did not give an email adress to reply directly, but I would appreciate if you would send me a copy of your paper.  I just need somewhere to start this project.
    My e-mail is as follows:  [email protected]
    Thank you again for your help.

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    #68855

    Long
    Member

    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 simple X calls in Y hours requires Z FTEs. Feel free to contact me if you need more detail.Roger Mercado
    Management & Technical Consultant

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    #68863

    Rick Otero
    Member

    I have a paper (pdf) on call center effectiveness which has lots of great ideas on how to get started (what to meausre/benchmarks).  I’ll send it to you if you drop me a note.
     
    Cheers!
     
    Rick Otero
    Director, Top Line Growth
    and Master Black Belt
    DuPont Nylon

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    #68888

    Lynn Russell
    Participant

    I, too, have been assigned a similar project.  The slight difference in my project is to determine if the response time of a sales lead directly affects our opportunity to get a deposit from the client.  (We’re a web mortgage company, and receive sales leads from our web site.  Does responding within 2 hours, 4 hours, 12 hours significantly tie to receipt of deposit?)  Any suggestions to setting up the experiment will be greatly appreciated!
    Rick, I’d like a copy of your document too.  Please e-mail it to me: [email protected].
    Thanks!
    Lynn
    Six Sigma Project Manager

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    #68889

    Nancy Matnick
    Participant

    Not sure if I can help or not, but if you can provide me with a few more specifics as to what you’re tackling, I will certainly try.  We have 5 call centers throughout the country and handle nearly 20,000 calls per day.
    I’ll share my experience if it’s applicable.
    Nancy
     

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    #68903

    Rajanga Sivakumar
    Participant

    Hello Rick,
    I would love to get a copy of your paper.
    Best regards,

     Rajanga Sivakumar,  Business Excellence Advisor
      [email protected]  (e-mail at home)               
      B-404 Garden Mansion, Airport Road
      Kodihalli,  Bangalore 560008 
      98450-09437-Cell
      91-80-526-3421(H)
      91-80-521-1771(H)

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    #68907

    Kirk R. Newenham
    Participant

    Dear Rick:
    I too am in the mist of kicking off a project concerning a call center. I am very interested in the information you have mentioned concerning benchmarks and metrics. If it’s not too much troule I would appreciate reciving you pdf file.
    If I could provide information concerning our current operation,  I would be happy to forward it to you.
    Many thanks and best regards,
    Kirk R. NewenhamDirector,. Process Improvement & Quality Assurance

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    #68908

    Rick Otero
    Member

    Tami,
     
    I am not aware of any “complete” online tutorials.  However, the “quick and easy” way is to get a copy of Rath and Strong’s Six sigma pocket guide, ISBN 0-9705079-0-9 for about $ 10 and then use the reference material you can find at the University of Michigan TDM Engineering web sites…
    http://www.engin.umich.edu/class/eng401/003/tqm_home.htm
    http://www-personal.engin.umich.edu/~gmazur/tqm/index.htm
    The paper I was referring to was actually developed by Collinson Grant and can be obtained at their web site… I recall its title being Excellence in Call Centres.
    http://www.collinsongrant.com/library.htm
    Cheers!
    Rick Otero
    MBB and Director Top Line Growth
    DuPont Nylon

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    #68909

    Rick Otero
    Member

    Please refer to my response to Tami above.  Its has the links to the paper.  If you’d like to send me something to review please foward it to [email protected] and include ISS in the message header.

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    #68932

    Sinnicks
    Participant

    Rick,
    I was recently reintegrated into an IT position from my blackbelt position and I am currently in the process of looking at our IT processes to see how we can improve on meeting our customer requirements.  The first thing I identified was the need to establish a help desk.  It sounds like the white paper you refered to may give me some good metrics to incorporate into establishing our help desk.  I would be very grateful if you could email me a copy of the white paper.
    Thanks,
    Mark Elfrink
     

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    #68934

    Castejon
    Participant

    Dear Rick
     
    I would appreciate very much you sent file you mentioned. I am from Orbitall, Brazil. Orbitall is a business information and services processing company, and we ha a Call center with more than 2k positions. (http://www.orbitall.com.br)
    Tks Sergio
    [email protected] 

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    #68951

    Rick Otero
    Member

    Mark,
     
    I posted an earlier reply to Tami with the link to the paper.
     
    Cheers!
     
    Rick
    Director Top Line Growth

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    #68976

    Sinnicks
    Participant

    Thanks Rick!  I tried to download the .pdf file from Collison Grant’s web site, but did not have any luck in getting it to download.  I sent an email directly to them requesting the file.  I’m sure they will send it to me, but if not I may contact you to send me a copy of the file if you still have it.
     
    Thanks Again!
    Mark

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    #69001

    Scott
    Member

    Mark,
     
    Send me your email at my “consulting” address and I will send you the paper.  email:  [email protected]
     
    Cheers!
     
    Rick

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    #69015

    Mike Jensen
    Participant

    Rick,
    The shortcut did not work.
    I am the Mgr of Six Sigma for Customer Contact Centers North America – Starwood Hotels and Resorts.  I was very interested in your comments, but could not access your pdf file.  If there is any way I can review your info I would like to.   It sounds interesting.
    Thanks!
    Mike

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    #69033

    Rick Otero
    Member

    Mike,
     
    Just for you…drop me a note at my non-DuPont address…. [email protected] and let me know what call center defects you are trying to improve and I’ll send you a pdf paper or two that should help you with either the approach or some benchmarks.
     
    Cheers!
     
    Rick Otero
    Director, Top Line Growth
    and Master Black Belt

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    #97668

    Ettore
    Participant

    Hi Rick,
    could you send to me the pdf document I will realy appreciated

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    #99612

    shalabh
    Member

    hi Rick,
    I have been working on few six sigma projects on call center as im working for a facility for DELL and as you know DELL is very particular about the cust Experiance and the process efficiency. I am working on the project but I am finding it difficult to make any remarkable changes.Please guide me.
    Eargly waiting for the reply,
    thanking you,
    Shalabh Sharma,
    Black Belt.

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    #122510

    jitender arora
    Participant

    hi Shalabh,
     
    I would like to know if you are the same person who worked with me in EXL noida
    regards
    jitender arora

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    #122513

    Whitehurst
    Participant

    Hi John ,
    I remember mentoring one GB project related to response time but it was server response time when you say call centre response time can you just define the term for me .
    joe

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    #132144

    Brian Healy
    Participant

    Hi, Rick – I would like to get a copy of your paper on Call Center effectiveness.  We are working on improvement ideas.  Thanks.
    ~Brian

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    #132161

    Helper
    Participant

    Hi John,
    You will end up using a pretty good range of six sigma tools.  you will start off using run or control charts to map call volume behavior.  I suspect you will also use alot of Cpk analysis get a full grasp on effectiveness.  You will use the fish bone diagram to get a good idea of the drivers to ASA.  You will also do alot of simple linear and multiple regressions to answer the “to what extent question.” Pie charting and pareto analysis will become very useful  when you start examining the call mix – which is were I would start after running the numbers.   Mostly, though the trick is to understand the Y=F(X) equation and ascertain what parts of the business contribute to increased call volumes and why.  are those things controllable and can you plan for them.  You will also want to know what back office process or front office process failures contribute to the increased call volumes which drive ASA. 
    If I can be of additional help feel free to write at [email protected].
    Helper…..

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    #173416

    BTD
    Participant

    Rick, I would love to see your report.Could you e-mail it to me.

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