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Identifying six sigma projects in Technology in BPO

Six Sigma – iSixSigma Forums Old Forums Finance Identifying six sigma projects in Technology in BPO

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  • #24555

    Fontanilla
    Participant

    What could be various areas one can look for identifying breakthrough projects in technology in a call center / BPO?
    Please help.

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    #58870

    Adam
    Participant

    Why do people call this call center?

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    #58872

    sharad
    Member

    Hi Dan,
    You can look at the “Critical to customer” parameters of the technology process – try and look at all the metrices that are required to be reported to the clients such as % Uptime, link connectivity, dropped calls etc. You can also look at certain internal parameters such as time to resolve a call etc aimed at reducing downtime at the user end. Do let me know if it helps … 
    RegdsSharad 

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    #58878

    mcleod
    Member

    Dan,Reducing the number of calls getting into the wrong ques was a big hit for me at a national ISP provider company.Few things drive customers nuts – especially those calling in for help – than getting bounced around to different phone numbers.A spin-off of that project was a complete IVR menu re-design…how many steps do you think customers tolerate before getting to where they need to go?

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    #58881

    Fontanilla
    Participant

    Thanks Guys, these input gave lot of insight.
    We have identified 2 projects in technology area. One is to improve link stability of IPLC’s and other is the incident reporting.
    These inputs after a brain storming session with technology owners. I had put forward the suggestions that came from you guys and it certainly sparked some ideas.
    Will post further queries as and when I face them
    Thanks
    Dan

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Viewing 5 posts - 1 through 5 (of 5 total)

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