Call Center Six Sigma Success Stories

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.
 
 

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,

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.)

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]

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?

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 ?
 

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