iSixSigma

six sigma projects for BPO

Six Sigma – iSixSigma Forums Old Forums General six sigma projects for BPO

Viewing 8 posts - 1 through 8 (of 8 total)
  • Author
    Posts
  • #32885

    katherine
    Participant

    Hi All!
     
    I am new to this forum , and would be glad if smone could give me suggestion on what topics or projects can a six sigma apply in a call centre/BPO process, presently trying to work on a project on how to reduce AHT, any other siggestions or tips please do reply.

    0
    #88362

    Ropp
    Participant

    I recommend you do an analysis of:
    1) what does the Customer (the caller) want?  Use QFD, Kano, etc.
    2) model their experience and all  the possible outcomes (including mapping all the decisions the customer will make which require them to push a button on their phone – ensure that each path leads to contact with a service provider or a similarly acceptable outcome).
    w o o d 9 5 @ c o x . n e t to discuss further.

    0
    #88365

    Singh
    Member

    You can do a data based capacity planning…. the measure targetted will be productivity in that case. The challenge will be to manage the peak loads using various methods like multitasking, part time employees etc.
    In the area of client expectations … TAT will be one of the key metrics.

    0
    #88366

    Sarang
    Member

    I believe the data for BPO will be discrit data. We can use all six-sigma tools for discrit data analysis….

    0
    #88371

    Rick Pastor
    Member

    Katherine:
    Dave’s idea of creating a process map is a good idea, and understanding what the customers wants, QFD, is also a very important tasks.  
    In many situations, understanding the process under investigation is reasonable clear from personal experience.  Unfortunately, to give specific suggestions that could be useful in the short term requires a better understanding of your process. 
    Please explain what BPO and AHT mean. I think that AHT might mean average handling time; but I have no idea what BPO means.  If you want specific suggestions, you need to give more detail.  How many people handle calls, is this a 24hr/7days operation or 8hrs/5day operation.  Need to now something about the capability of your measurement system – e.g. how accurately do you know the time required to handle a call?  With a little more information specific short-term answers might be available. 

    0
    #90081

    Ashish Chugh
    Participant

    Hi,
    I am doing six sigma project on AHT, can i get some case studies on the same it wud be of great help
     
    thanx
     
    Ashish

    0
    #90082

    Bonghanoy
    Participant

    I too need info on this

    0
    #90120

    Tony Burns
    Member

    Katherine,
    There was an earlier thread on call centres. I pointed out that the distribution of call times is a good example of a strongly non-normal distribution. (Six sigma focuses on normal distributions).
    Dr Tony Burns
    [email protected]

    0
Viewing 8 posts - 1 through 8 (of 8 total)

The forum ‘General’ is closed to new topics and replies.