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Seeking Ideas for Opportunities for Improvement in Call Center

Six Sigma – iSixSigma Forums Operations Call Centers Seeking Ideas for Opportunities for Improvement in Call Center

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  • #55333

    George
    Guest

    I have created a problem for myself and I request your assistance to solve this.
    I set out to implement LSS in a call center, focusing on reducing the rate of call abandonment in a call center. In a bid to calculate the process sigma, I want to be able to better define what constitutes opportunities and measure this. I have been able to define my defects. Kindly assist if you have any ideas.
    I will also appreciate your help in coming up with improvement strategies of reducing call abandonment

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    #199616

    Andrew Parr
    Participant

    George,

    If you know what a defect looks like you must have a sense of what is an opportunity. If you don’t know what the opportunity looks like, how can you tell when something is a defect?

    There are some great case Studies on here you should read which will help you with your project and I’d suggest you give them a read before Katie Barry calls you out as someone getting the Community to do your job for you!

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