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Help!!!!! Need Project ideas

Six Sigma – iSixSigma Forums Operations Call Centers Help!!!!! Need Project ideas

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  • #53718

    Watson
    Member

    I have started my green belt class and need a project idea. I currently work in a call center that is ever changing. The problem, I had a project that turned out to be too big. Anyone in a call center occupation have any ideas?

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    #191203

    broderick
    Participant

    Whoever told you your project scope was too large (MBB / BB) should be working with you to find a decent space to work within. Go back and talk to them. You can almost always tighten a project’s scope. Grab your high-level flow diagram (SIPOC, VSM, etc) and work with your Sponsor or Belt to define an efficient and effective scope.

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    #191217

    Johnston
    Participant

    Have you considered looking at top call types or reasons why customers call mutliple times? Addressing process and business rules will help to improve customer satisfaction and cost to serve. Good Luck!

    0
    #191259

    Scott
    Participant

    Probably the most lucrative return on a project would be looking at first call resolution. Your IVR should be able to deliver the data you need.

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