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Call Centre Projects

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  • #34518

    Button
    Participant

    Hi,
    I run an Inbound/Outbound call centre with 700 agents.  We are in the progress of introducing 6Sigma Projects into our company and I would be interested in any hearing about other projects which have taken place within a call centre environment.
    Thank you.

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    #95240

    KBailey
    Participant

    I don’t know exactly what you’re looking for, but here’s a start.

    Expect a low sigma level and low FPY for the high level flow. Don’t be surprised if people are content with 90% or 95% FPY on their little piece; you may need to show them the total stream’s FPY and COPQ before they’re ready to see need for improvement.
    For sales process effectiveness, you need a different idea of “what the customer wants” than you use for your production process. Any time you don’t get the desired result from a call (e.g., a sale), that’s a defect. Any time you have to make an outbound call or a client/customer makes an extra inbound call to complete a transaction that theoretically could have been completed on the original call, that’s rework.
    If price is negotiable, you need to factor margin and closure rate together in order to optimize total profit and ROI.
    Call center outputs probably feed into other processes (e.g., orders go to shipping and billing) so it’s important to have metrics that encompass the entire stream from new first call to delivery of goods/services to billing and payment. Otherwise, people get away with passing defects downstream without seeing the impact on the overall organization.
    Let me know if you’d like me to elaborate on anything.

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    #95242

    kundan
    Participant

    I am working in third party call center and looking after the six sigma initiatives. We have taken projects in following areas:
    . operations: Improving the SLA, reducing the cost per agent, reducing the cost of resource per seat, increasing revenue geration per agent, decreasing hold time, CSAT improvement
    Quality: CSAT improvement, Improvement in the Quality monitoring, Incresing the call monitored per gaent per shift.
    HR: Decreasing the hiring cost, Reducing the Hiring time,
    Finance: Reducing the Vendor Reconcillation times, Automizing the billing Process.
    . I hope this will give you the certain ideas for six sigma project in your area.
     

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    #95245

    S
    Member

    I would start with:
    Seeing if any survey or other inititive has been under way to find out what your customers want.
    Do you have any financial plan gaps that need to be closed?
    Is associate attrition OK?
    Then drill down with projects.
     
    S

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    #95280

    Hector Rodriguez
    Participant

    A number of call centre transactions will provide inputs and in many cases defects for other processes.  From a measurable benefits point of view, you could work on projects to improve inputs in your process such as gathering customer contact details or taking payments for other departments such as credit management, sales etc. your outputs would realise real financial benefits in other parts of your company aswell as build cross functional relationships.

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    #95284

    TP
    Member

    First Contact Resolution, Real Time, and Shrinkage are projects that have been completed with great success in a call center environment.

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    #110043

    Gokul
    Participant

    Hi,
     
    iam about to start a project in my comp, in operations  mostly.
    Iam a six sigma green belt but nobody will be assisting me initially.
    How do i start off.
    Thanks,
    Gokul.

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    #111814

    Pras
    Participant

    Iam about to start a green belt project in call centre.
    Project is is in Customer service-inbound for a credit card company.
    What can be the scopr of a green belt project and how do i begin?
    Pras

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    #151553

    raghavan
    Participant

    Dear Sir,
    My business named Raghav Enterprises is running in Tirunelveli City and wish to start a Call Centre.
    Please send me the details of Call Centre to start to work with your organisation.
    Thanks
    Raghav Enterprises
    Raghavan

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