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Why customers calling Call Center?

Six Sigma – iSixSigma Forums Old Forums General Why customers calling Call Center?

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  • #45237

    MrT
    Participant

    I’m working on a large electronics company who just released a
    new product to replace the old ones.
    Problem Statement:
    There’s a gap for a few weeks from the time the product was
    announced to the public until it was actually being shipped to the
    customer. Because of this, the numbers of customers that calling
    to our call center were skyrocketing. My task is to perform a
    comprehensive analysis, especially the ones that related to
    customer contacts (why customers calling our call center) and give
    recommendation for improvement.My approach is to analyze all the customers contacts related to
    customers orders that contain this new product.
    Based on my drill down analysis, I found out that the biggest call
    drivers are:
    – Order Status (customers asking where their orders are/ estimated
    delivery date)
    – Logistics Management
    – Change Order (customers change products for any reasons)
    – Cancellation
    – Documentation requestMy questions:
    – Am I following the right steps to approach this or am I jumping
    to quickly to address this issue? What other steps would you
    recommend to analyze these customers contacts, aside from just a
    plain reason of why they called based on this new product only?
    Perhaps from different angles that I’m not aware.
    i.e. aging of the calls, reasons that produce other reasons, etc- Knowing the reasons above of why customers call, what are the
    things that I should do in order to better manage this customer
    contacts in the future? Especially if this situation happens again in
    the future (long delay between launching and shipping).
    This could be an improvement in the current system, people, or
    tools.I really appreciate your inputs.

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    #147107

    Dale
    Participant

    I think you are headed down the right path.  We did a similar analysis in a bank call center.  the #1 reason was to check on the status of a deposit.  Sound familiar to your data?
    We then did research to find out what specific data the customer wanted. We ended up adding the date a deposit will clear your account on the ATM & teller receipt. 
    I think now that you know the reason, you need to go to the next level of detail.  Did you set a delivery date and it was now lapsed?  What is the age of the order vs call?  And I would look to see if there is a relationship between product, geographical area, sales office, etc.
    I don’t think your top pareto will change, but these other cuts may offer some additional insight.  Maybe one or two products or offices are  significantly different.

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    #147113

    Dale
    Participant

    I would also look at repeat calls.  of the calls, how many are for the same order.

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    #147120

    Orang_Utan
    Participant

    Why don’t you spend more resources on new product planning instead of waiting your customers tell you all sorts of unhappiness. May be you are looking for another six sigma project?

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    #147145

    Monk
    Participant

    MrT
    What is the purpose of your analysis?
    What do you want to improve?
    You have mentioned your problem statment a ‘There’s a gap for a few weeks from the time the product was announced to the public until it was actually being shipped to the customer. Because of this, the numbers of customers that calling to our call center were skyrocketing’.
    So do you want to do analysis, so that the gap between the time the product was announced to public until it actually was shipped to the customer is reduce’. What is our project ‘metric’? Is it the no. of days of gap or the no. of customer calls?
    I think your goal is not clear..though it seems that you need a proper coach.
    Monk

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