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Six Sigma – Call Center

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Viewing 11 posts - 1 through 11 (of 11 total)
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  • #24219

    Bart
    Participant

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

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    #58080

    Tracee
    Member

    Hi, Bart … what are you trying to improve in your call center?  What’s the ouch?  You could look at things like reducing volume of calls–but that very well may be a symptom of something other than the call center environment.  You could look at reducing call wait times or dropped calls.  Look at duration of call and satisfaction of customer after call.  Again, it’s a matter of looking at what needs to be improved and defining what the problem is. 

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    #58081

    Tierradentro
    Participant

    Bart,
    I currently work in a call center that has deployed Six Sigma for the past three years.
    We have looked at everything from call volumes, compliance, representative information, scripts, paperless processes, automation, to client satisfaction, average speed of answer, call duration and more.
    So there is a lot that be looked at in a call center.
     

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    #58104

    Ang
    Participant

    I also work in a call center. Once the problem is defined, what types of statistical measures may be used. I am new to Six Sigma and want to improve the internal process. Any suggestions would be appreciated.

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    #58105

    ong
    Member

    Call centers have the highest workers compensation costs due to the highest incidents of repetitive strain injuries (ie defects).  Our project reduced the workers comp costs  by over 60 – 70% while improving accuracy by a sustained 59%.

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    #58117

    shalabh
    Member

    Hi Robert,
    Its great to know about the work you have done  for compensation costs due to the highest incidents of repetitive strain injuries (ie defects).  Our project reduced the workers comp costs  by over 60 – 70% while improving accuracy by a sustained 59%.
    This was really awsome to know, I too am working on a Exactly similar project for my company, but i am finding it difficult to do so.
    It will be really nice of you if you can guide me for the same and send me some details.
    Eagrly looking forward to your reply,
    Thanking you
    with regards,
    shalabh.

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    #58119

    ong
    Member

    Hi Shalabh,
    Can you tell me a bit more about the project you’re working on?  Where are the difficulties?  Are they in identfying/isolating/measuring the RSI related costs?  Or are you finding it difficult reducing the RSI costs themselves, once they’ve been identified?
    I look forward to your response,
    Regards, Robert

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    #58132

    shalabh
    Member

    hi Robert,
    It was really nice to see your replay and concern. The project I am working for are on AHT/FTR/RECESION control. As our company is new in the Call Center world and there are lots of improvement areas so my concern is not very definate. Its just like a new swimmer in the river, if we quickly dont get a good hold of our movements we will soon be settling down in the sand. So I need some really good guide line to work on so that the condotions down here can be improved.
    Eagrly looking forward to your reply,
    With Thanks and Regards,
    Shalabh,
    Plz send me a reply at [email protected]

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    #58143

    Clifford
    Participant

    Bart:
    I am a MBB in a Call Center.  I am assuming that you are a contractor for external clients.  As such, I would also assume that you have SLAs specified in your contracts.  And, that’s where I would start.
    I found it a useful exericse to lay out the SLAs that applied to the Call Center piece of our business, then place actual performance next to that.  You can even calculate and place COPQ in a third column.  This will give you a high-level snapshot about where you are not meeting your customer’s expectations as well as what is costing the most financial anguish.  This might be a good place to start looking for items to populate your project pipeline.
    Moreover, if you have a MBB, he or she could construct a House of Quality.
    Yet another way to look for projects is to construct a high-level map of your Call Center process.  Then identify each of the customer touch-points or those that are in the critical path of a customer touch-point.  You can then measure your performance for each of those touch points, including yield and sigma levels.  You can then compare this to your customer expectations or internal performance goals.  Another quick way to identify projects to populate your pipeline.

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    #58543

    jitrender arora
    Participant

    hi Shalabh,
     
    I would like to know if you are the same person who was working with me in EXL Services Noida
     
    regards
    jitender arora

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    #58544

    shakthiprasad
    Member

    hi
     
    thisn isnshakthi. and i am working in a call centre. i am dealing with outbound sales project. kindly guide me in implementing the six sigma for this outbound call centre.
    Eagrly waiting fro a reply
    thanks
    shakthi.
     

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