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Six Sigma – Call Center

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Viewing 7 posts - 1 through 7 (of 7 total)
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  • #35150

    Bart
    Participant

    Hello,
    Could you give me some examples / ideas of implementing Six Sigma in Call Centers ?

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    #97995

    kundan
    Participant

    yes one can apply six sigma in call center with projects on the improvement of CSAT, Productivity, SLA, Attrition Rate, Training ROI, FTR, Hold Time etc.

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    #97996

    Fin
    Participant

    Bart search the discussion forum for call center metrics, I saw about 30 mails on this topic about a month ago.

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    #97997

    G
    Participant

    I have recently guided following projects leading to substantial savings and performance improvement
    (a) Reduction of Fatal Error in resolution ( 10 % to less tan 4 % )
    (b) Improvement of  Productivity ( 90 call per shift to 105 per shift )
    (c) Improvement of On Time ( 87 % to 96 % )
    (d) Improvement of a Despatch Process ( 22 Days Cycle Time to 3 Days Cycle Time )
    (e) Reduction of Repeated Call ( More than 60 % to less than 20 % )
    (f) Improving the Learning Curve for the new recruits ( ongoing )
    These were interesting as each one was focussing on different facets of Contact Centre Operation

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    #98492

    MD
    Participant

    Hi G,
    I am a Six Sigma beginner and would like to ask that How did you evaluate the Defects, Units and Opportunites from items (a), (b), (c), (d), (e) and (f) from your email.

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    #98546

    Angelo
    Participant

    http://software.isixsigma.com/library/content/c040414b.asp
    It’s exactly what you’re asking for…
     

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    #98908

    MD
    Participant

    Thanks Angelo,

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Viewing 7 posts - 1 through 7 (of 7 total)

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