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Call Volume Reduction – Need Help With DPMO Calc

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  • #54142

    Neal
    Guest

    Hi Forum Members:

    I am currently in the process of initiating a project on “Call Volume Reduction”. Here, I wanted to consider each call as a defect and run the project with this discrete metric. However am not sure how should I go about calculating my DPMO; as I have the defects but what will be opportunities?

    Am I looking at an incorrect metric? Please share any insights you may have..

    Many thanks!

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    #193886

    Prabhu V
    Participant

    Hi,

    According to my understanding, I hope you’re aiming to reduce the followup calls for an particular issue like if an query has been raised to the operator means the same need to be resolved during at that instance itself.

    Hence the classical “First time resolution” metrics could be suitable for you as of now. (like avoiding followup calls from a customer for a particular issue)

    DPMO studies can be varied depends on type of project/query/product etc.

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    #193890

    Neal
    Guest

    Thanks Prabhu:

    While that is a good perspective – reducing repeat or follow-up calls due to delay in resolution; I am more interested in reducing the overall call volumes. The hypothesis is that typically a customer would call if a certain service is missed, delayed, even not provided proactively. Also, if more convenient alternate self-help channel is not available. As per this hypothesis, every call would be a defect, right? How do I calculate process capability in such a case?

    Cheers, – Neal

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    #193892

    Prabhu V
    Participant

    Hi Neal,

    I hope you are not in initial stage of your project.
    As per your quote, you may be having some VOC on defects. Based on that you may calculate the process capability.

    Since you are already identified some opportunities, pls try to collect the relevant data to show whether you’re in the right direction.

    Data driven nature is the uniqueness of LSS projects. Lot of hidden truths will come out from the process.

    All the best

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    #193896

    Straydog
    Guest

    You are dealing with a constellation of defects, each of which has it’s own set of oppportunities. Assuming your hypothesis that customers will only call if they experience a defect is correct, you would need to identify and count the cumlative opportunities. Don’t try to “boil the ocean”. Instead, use a simpler metric such as the ratio between number of calls and number of customers. Pareto the reasons (defects) for calls, then tackle each one separately beginning with the highest. You should be able to calculate DPMO and the improvement for that specific defect. You should then see the change in the overall call ratio/volume, assuming that all other variables remain constant. Pareto the new baseline and continue.

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    #193903

    Neal
    Guest

    Thanks Prabhu & Straydog.. I will take these insights back to my project team. I am starting to believe that a relook at some of the fundamentals of the project is now warranted. Thanks again. Cheers..!

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    #193904

    Prabhu V
    Participant

    Hi Neal,

    I hope now you will have some fundamentals for your project. Pls work with that.

    Incase of any query, pls feel free to post and get it clarified by the suitable exe.

    Best of hardwork!!!

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    #193905

    Chris Seider
    Participant

    Call Volume Reduction as a project? I’d say you are trying to solve world hunger. Why not pareto out reasons for call volume and identify those reasons that are caused by defects in the process. Not all calls are bad!

    After finding a top reasons and defining the project, launch a project to gather data and understand the process and analyze and then improve the process so you can control at reduced call volumes (DMAIC).

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    #193918

    Nick
    Participant

    I agree with the approach outlined by @straydog and @cseider – you should further narrow the scope of your project to address specific reasons for calls.

    I would also further emphasize the point Chris made – not all calls are bad so be selective in ways that you attempt to reduce call volume. There may be a portion (maybe large / maybe small) of your customer base that prefers to speak with a human rather than use other methods (web, IVR, …) to complete their business. If you haven’t already I would consider collecting some VOC from your base to ensure that you understand how your customers want to communicate with you and avoid potentially making your customer’s preference considered a “defect”.

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    #193919

    Chris Seider
    Participant

    @nmudd

    Yea, remember the days when the American banks were considering charging customers to talk to a bank teller? Glad that has gone away–for now.

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    #195860

    Sheldon
    Member

    I have some observations, people call into a center because of a need. If you are looking to reduce calls (called call avoidance in the CC biz) you need to identify the “need” the consumer is looking for you to fill.

    If you are looking to reduce call volume to reduce staffing cost, you can look at ways to make your agents more efficient, which would decrease costs. Without decreasing calls. You could look at alternate channels, chat, email, text, forums, etc. that are necessarily as immediate as a phone contacts but is an alternate method of contacting to your customers. You can look at educating the callers through an IVR announcement or posting FAQ’s on your website.

    I guess your end game would depend on what benefit you hope to achieve through call avoidance.

    Why are you looking to enact a call avoidance process?

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    #197761

    Team

    i am working on a leading telecom project.

    focus is strictly on repeat reduction

    hence-

    1.fcr
    2.same call type repeat reduction

    please guide more on the approach

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    #197764

    Mike Carnell
    Participant

    sudip You are responding to a post that is 2 years old.

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