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New Approach to Call Center Access

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  • #38445

    NewBB
    Participant

    I am doing a high level project to identify and deploy multiple call volume reduction projects. This is a DMAIC effort and I am having no trouble with the data or carving out the top call types that should be attacked. I am confident that these undertakings have a good chance of success.
    However, as I read thru satisfaction surveys another problem caught my eye. It is apparent that we have built an electronic wall between us and the customer.They have to go thru a fairly complex menu to get to the specialist needed, and then – during peak load times – hang on the line for an unnacceptable amount of time.
    I can tackle each of those obstacles with DMAIC but, I would like to get a DFSS team together and redesign the entire call center access model. I am comfortable with DFSS and have had some real successes in the past. But first I would like to know if any of you have tried a unique approach to to come up with the most efficient way to get information to the customer?

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    #115036

    NewBB
    Participant

    Does anyone know of a Call Center forum I could join to get more information on the different ways these operations are structured?
    (See my previous post)

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    #115054

    Schuette
    Participant

    I know you have “new” in your name, but jeez, did you try typing “call center forum” into Google? Lots of forums came back, along with white papers, free Call Center magazines, etc.
    And I thought it was just my kids……………..

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    #115055

    NewBB
    Participant

    I was looking for recommendations Jim. There are a lot of sites, I thought I might get one of the belts to recommend a good one. The white papers don’t show me anything new.

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