six sigma projects for BPO

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.

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. 

I too need info on this