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Reducing Average talk time

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  • #38383

    Arthur Gomes
    Participant

    Hello Everyone.
    I have taken up a project of ” reducing avg talk time ” for my airline inbound process. I have got the project charter in place and i need to improve my avg talk time from 3.50 secs to under 3.00secs.
    I am on the Measure phase where I need to use effective MSA.Can you let me know which one is appropriate as my data is ” continous”.
    Regards
    Arthur
     

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    #114765

    Darth
    Participant

    It’s a wild guess but if your data is continuous why not use the Continuous AKA Variable MSA?

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    #114787

    Arthur
    Participant

    Hi Darth
    Before I go about with the MSA, is it a good idea to collect data for the average talk time with respect to 10 samples for each / per day along with the query type.
    This will allow me to understand what type of query takes a longer time.
    Kindly advise.
    Arthur
     

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    #114792

    Darth
    Participant

    Why do you believe you need to do a MSA?  How are the times determined and measured?  Do you feel you have a problem with the measurement system?  It seems that possibly doing a control chart on talk time broken down by some characteristic either Associate or location might be a good start.  Definitely understanding the types and frequency of queries will lead to some understanding.  Use a Pareto chart for that.  Don’t do a MSA just to check off the box so you can say you did it.  MSA is valid if you are concerned that the measurement system is not consistently measuring the time.  MSA would be useful if you were trying to determine consistency of Associates classifying types of queries.  But if the computer is capturing the times automatically, then that is usually not a big problem unless you know something special about the time measurements.  If  you are looking for differences in Associate talk time, then that is probably more a matter of hypothesis testing.   That’s all I can provide at this point without more specifics.

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    #114832

    Arthur
    Participant

    Hi Darth
    I wanted to take things step-by-step and felt doing the MSA would be a mandatory kinda thing. However, your right, I need to measure the variance in Avg Talk Time for my associates. I also need to figure out why this is happening and what type of queries is causing the associates to take long on the same. The MIS system, symposium is capturing the data automatically and there is actually no need to verify the system measurement at this point in time.I will go by a Hypothesis testing.
    Thanks Darth.
    Arthur
     

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    #115181

    Dim 6 Sigma
    Participant

    I don’t really agree you shoudn’t do a MSA.
    How can you know beforehand, that your measures are correct and equals to what you are looking for ?
    In some cases, the timer starts at the first ring, sometimes once the caller is on the IVR (Vocal server), or when the call is taken by the first operator or th elast if there are transfers and it can end when the caller hangs up or after the operator has done “after call work”…
    You need to check that the measurement done matches the CTQ of your project.
    Other issues are : do you log all calls or abandoned calls are not included…
    Clock just ten or twenty calls, if there are  no significant differences, move on. However I wouldn’t bypass this step. 
    Hope this helps
    Dimitri
     

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    #115193

    melvin
    Participant

    I’d agree with Dimitri.  You may not need to do a variable gage R&R, however, you do need to audit & insure that the system is recording that time span that you think it is / should be, e.g.,
    – is the measured quantity what is important to customers, or
    – are all the calls part of the data set or are some lost because of processes x, y, z, or
    – is the recording system logic ok
    Bob  
     

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    #176628

    Bhumika
    Participant

    Hi Arthur,
    Greetings for the day.
    I have recently attended the training for Six sigma and have completed the define and Measure phase in this.
    Can you help me in making the project charter as my topic is also on Reducing Average Talk Time for my Inbound Indian Railways  process.
    Would appreciate help on this.
    Thanks
    God Bless
    Best Regards
    Bhumika

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    #176629

    Severino
    Participant

    Average talk time is a measurement of central tendency and tells you nothing about the dispersion of your distribution.  Also, since your talk time is naturally bounded by zero is the average really a metric you want to look at?

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    #176634

    Clive
    Participant

    I’d be careful with this project and make sure you have more than one metric to measure the outcome as you may cause customer related problems.
    Looking to reduce average talk time is a common method for reducing costs e.g. every 5 seconds we can reduce the avergae call by we can employ one less person/ save x.
    The issue you need to balance is that this can have a huge effect on your customer perception of the service you offer. So yes you can now handle your calls in half the time but you’ve just lost half your customers, doubled your calls coming in, etc.
    So in the define phase pick other measures to make sure you don’t break something else in the process.
     

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