Projects in Banking and Call Centres

Hi Pip,
Even I am coming from a similar background,after being there in the manufacturing for almost 10 years.recently joined a BPO as Blackbelt.When did u join to ur new role?

Hi,
me too is pretty new to the system,3 months-challenges r a lot.data is one among them,tough to understand the process,working out to start-off with a project atleast.In a way the project may help me to go deeply into the process.
will let u know on any updates.
my mail id is [email protected]
 

Focus on the lean tools first as there are so many low hanging fruits out there that don’t really call for all of the statistical analysis you may be used to in manufacturing.  The main thing I use data for is to prioritise actions and to back up the feeling that there is a problem with data.  It’s amazing how many people in the transactional side of business don’t know what a pareto is.  The other monitoring tool I find useful is control charts, whilst they are happy using spreadsheets they rarely seem to graph anything, let alone put control limits on it to see what is noise and what is a signal.
From the projects I have done the most useful tools have been mapping the process, and here look further than the traditional 6 sigma SIPOC map, I often use a swimlane flowchart that shows complexity and handoffs between departments pretty well.  Then waste walk the process following the map and highlight the 7 wastes on post-it notes as you go along, it’s amazing what you will find.
Hope this helps
Jules

In the financial services industry, call centres are full of 6 sigma projects. Your best bet would be to start of with your call centres strategic goal/plan for the year and then select projects which will have the greatest impact on the bottom line. Here are example of some of the projects that are commonly known in the call centre environment: 
Sales Conversion Rate – start with the bank account openings closure rate, 
Call Compliance Monitoring – if your biz is challenged with less than the desired compliance rate,
Manual Authentication if AHT is a problem,
Leads Management if your biz proactively refer customers to other areas of the bank for products and services not offered via call centres,
Pridictive Modelling if your biz includes outbound call centres,  
Fraud management, Abandmont Rate, Queue Management, Errors in the workflow tickets, scheduling and forecasting, frontline staff attrition rate,  customer problem resolution, after call work, disclosure requirements and adjudication process for the credit deals etc.
Majority of the call centre projects excluding those dealing with operational performance such as scheduling and forecasting, abandmont rate, pridictive modelling etc do not depend heavily on statistical analysis.
 
 

Hi guys…Am the Quality Director in a Call Center with the Black Belt role as well.  Great if we could have a group a share best practices.
MikeS