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Projects in Banking and Call Centres

Six Sigma – iSixSigma Forums Old Forums Finance Projects in Banking and Call Centres

Viewing 10 posts - 1 through 10 (of 10 total)
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  • #24540

    Pip
    Participant

    I am about to embark on a new BB role within a large business centre in a bank.  I understand that the customer call centre constitutes a large part of this business centre.I am from a purely manufacturing background and a resonably recently qualified BB.  If anyone is currently in a similar role and has any advice on their experiences before I start this new job I would be very greatful.
    Pip
     

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    #58846

    Pramod
    Participant

    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?

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    #58847

    Pip
    Participant

    Hi,I have only just accepted the role and begin at the end of September.  How long have you been there?  How did you find the transition?  I imagine that the lack of data may be a challenge.  I will be supporting a number of green Belts and I kow they are struggling for projects for the GB’s to work on. I obviously want to get off to a great start so any advice would be helpful.
    Pip

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    #58848

    Pramod
    Participant

    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]
     

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    #58849

    Pip
    Participant

    Thanks,
    Please email me if you want to share ideas.
    [email protected]

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    #58856

    Sea
    Participant

    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

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    #58858

    Pip
    Participant

    Jules,That’s very useful.  Thanks.  I have not come across a swimlane flowchart, sound interesting  Would you be prepared to share any examples with me.  If so please mail me.  [email protected] else you had that you think may help me in my new role would also be much appreciated as my first day draws ever closer.
    Regards
    Pip

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    #58861

    Amer
    Participant

    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.
     
     

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    #59034

    vishnoo
    Member

    Hi Guys
    My name is Vishnoo and working with RBC in the HR contact centre. I am doing the black belt course now and need to submit a project. I am doing the course on line and i am a little stuck and confused. i need to submit a project and I am not too sure how to proceed.Does any one have a sample that I can have a look at and do my own?
    Thanks
     
     
     

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    #59043

    MikeS
    Participant

    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 

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Viewing 10 posts - 1 through 10 (of 10 total)

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