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Call Center Six Sigma Success Stories

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  • #28780

    Nadine Sudnick
    Participant

    I am interested to find out if anyone can share Six Sigma success stories on Call Center activity.  We’re trying to communicate to call center employees the impact Six Sigma can have on Call Center volume, cycle time, etc.
    Thanks in advance for your input!

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    #72208

    RR Kunes
    Member

    Six Sigma is a foundation for improvement at our call centers. We have over 500 personnel devoted to helping customers with issues.
    To date we have initiated projects in reducing call center attrition.
    Reducing Average Speed of Answer
    Reducing telephone cost
    Improving worker utilization.
     
    On and On.
     
     

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    #72249

    Jim Johnson
    Participant

    This is one of the best applications for the methodology in the business (transactional) side of the house.  Go for it!
     

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    #72276

    FGM
    Participant

    One of the most successful projects in my company was to reduce response time of the application we utilized to serve our customers. We found some network bottlenecks that were limiting the flow of information between the host and our site. With some IT improvements we were able to reduce the response time by about 60%, leading to savings of aprox. $400,000/year.
    But there are a lot of areas you can look at: Response Times, ASA, ACD%, ATT, Multi-skilling (if applicable), call forcasting, staffing, attrition, Agent workstation layout,etc.
    Hope this helps you,

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    #72283

    Jim George
    Participant

    I am amazed at the fact that most companies Web sites will provide an E-mail response “withing 5 days” and suggest I call in if I want an answer right away.  This is stupidity for two reasons:
    1. It is cheaper to respond vis e-mail because it can be used as filler work by the call center people and is faster than chatting anyway.
    2. The customer on-line wants a response on-line (but not sometime next week and not after sitting on the phone 10 minutes.

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    #72382

    Bobby
    Participant

    I certainly see a benefit to having both.
    I spent 6 years in a call center and one thing you experience in a live call vs. an email is the immediacy of the 2-way communication.  Most phone calls (where I came from) will last only a few minutes whereas an email may go on for days if there are comments and questions going back and forth.  Also, there is the issue of secure or private information that needs to be verified and some people may feel more comfortable providing that info over the phone.  (It is amazing how long it takes some people to get used to “new” things, and some never do.  Most people don’t think twice about putting a stamp on an envelope, putting it in a metal box on a street corner and trust that it will be delivered without tampering.)

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    #72398

    Jim George
    Participant

    I agree that there are reasons some customers prefer or even need live conversation.  There are other times when I just want to ask something and move on with life, expecting a reasonably timely and specific answer.  Going through levels of phone menues and listening to 5 minutes of music in my left ear are not my ideas of well spent time. 
    From the company’s point of view, E-mail allows far better matching of staffing levels to demand levels.  They, therefore, should encourage customers to use e-mail over phone in most situations.  Providing responses within an hour would encourage e-mail use (and thus savings).
     

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    #170545

    Dennis Adsit
    Participant

    We have tons of data about how our solution improves live-agent call handling…higher process adherence, higher compliance, higher FCR, higher C-Sat, lower AHT and ACW, and dramatically lower between-agent variation. Most recently we have showed unequivocally how our approach dramatically improves live-agent cross selling. When process adherence equals higher revenue, you have no trouble getting management’s attention!!!I have written two articles for isixsigma on our approach. While the whole call center industry is focused on trying to get agents to do what they want them to do, one-agent-at-a-time, we are focused on standarizing the process, error-proofing it and providing visual controls so that call monitoring becomes almost unnecessary. This is lean/six sigma at its best and applied to a process we have had little success heretofore at influencing: live-agent call handling.You can get more information at http://www.kombea.com or contact me at [email protected]

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    #170556

    GB
    Participant

    Nadine,
    Dennis is the real deal!   I knew him from his Intuit days, so take advantage of his advice.

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    #170565

    Pramod
    Participant

    Hi R.R Kunes,
    You had mentioned that you have successfully completed projects in call center attrition. Could you please share some of the key points of this project with me?
    I am at the fag end of my project on attrition in a call center. I have observed that agents recruited from 3 consultants tend to stay with us for a longer duration than agents recruited from other consultants. Currently only 30% of the agents are recruited from these 3 consultants.  I would like to state with a 95% confidence level, that if the recruitment % is increased to 50% from these 3 consultants the attrition % will reduce to y% from the present 25%. How do I go about it?

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    #171560

    mystica
    Participant

    Hi
     
    Iam currently doing an attrition project in call center.Do guide me as iam through with my measure phase  , but unable to proceed as 85% of the annulised attrition are absondees and my system is not robust enough to get the profile details.How do i go about ?
     

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    #171561

    mystica
    Participant

    Hi
     
    Iam currently doing an attrition project in call center.Do guide me as iam through with my measure phase  , but unable to proceed as 85% of the annulised attrition are absondees and my system is not robust enough to get the profile details.How do i go about ?
     

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    #171572

    Hardik
    Participant

    Hi Team ,
    i am pretty new to stats world can anyone help me in understanding run chart & control chart ,
    Also any nice site for the same .
    Regards
     

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    #180014

    Nir
    Participant

    Run chart will not have control limits like, LCL and UCL. Also Control charts will calculate Mean and the LCL values and UCL values automatically

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    #180017

    Arun Nair
    Participant

    Whilst both Run Charts and Control Charts are used to assess process stability the way they do it is different:
    1. Run Charts – Based on the number of runs ( clusters of data points on either side of the median) about the median for a certain number of data points one can assess whether a process is stable. Alternatively if you are using a statistical software such as minitab, process stability is assesses based on whether there are either of the following – clusters, mixtures, trends or osciallations. Run Charts are used for continuous data
    2. You have Control Charts for both discrete and continuous data. An I-MR chart will be visually similar (The Individuals (I) part) to a Run chart with regards to the ways the data points are plotted. However instead of the median the points are plotted about the mean and you have the control limits (UCL and LCL) calculated at +/-3 sigma levels. If the points are within control limits than visually you can conclude that the process is stable. There are additional tests which softwares like minitab have to assess process stability in addition to the one mentioned here.

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