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Six Sigma Process in Call Centre

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  • #27561

    William E
    Member

    I am interested in a Presentation and white Paper on Six Sigma in Call Centres. Where can I get it? I am also interested in Process Definition for Call Centre Operations. Can I get a source for these details? Is there a Course I can do online? 
     
     

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    #67714

    JH
    Participant

    The project I am currently working on is for a call center with 100% inbound calls. For our project the process definition was:
    1) answer calls within 60 seconds
    2) no coverage drop off during peak hours (midday to late afternoon. Flexible staffing model.
    3) take the claim information and forward to adjusters in less than a hour
    4) control costs with changes in call volumesHope this helps.

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    #67780

    William Edward
    Member

    Thanks for the tips, but I am really looking at full fledged Six Sigma Process with Process Charts and Forms.

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    #67795

    John Adamo
    Participant

    I was just surfing the net and came across a site which has case studies for call centers/customer service operations.  You may want to contact some of the references on those case studies to see if they can provide you with the information you are looking for.
    I do not mean to endorse or advertise this site, especially since I came across the site only by surfing, but the site does contain some good information on these case studies. 
    http://www.processmodel.com/case_studies.html
    Hope this helps

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    #67977

    amit malhotra
    Participant

    William six sigma in calls centres is a very broad subject . Please let me knwo if you need something specifc .You can reach me on [email protected]
    I am a consultant managing six sigma drive for a few call centres . I have prepared a few reports on the same.

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    #164486

    Siddharth
    Member

    Hello.
    We are a 10 seater based call centre in new delhi india.
    and we are looking for some nice uk process.If u have then knidly let me know.

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    #164488

    Ward
    Participant

    William, If you access the search function (upper right) on this site, and enter “call center” you will find many fine articles on call centers and Six Sigma.
    Long ago, when I was implementing Process Management and Control Systems in a financial services customer support center, I found the incoming.com site very helpful. Back then most of the information was free, now it charges you for most downloads.

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