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Mohammed Imtiyaz
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How can Six Sigma be used in an inbound call center? What are the basic parameters to be defined? (...) Read more? Sign up for free
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Muniraghavulu T
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Six Sigma
Take the number of calls as opportunities and define response time as the target. If a response time is beyond the limit, then it is a defect. Use simple statistical tools for analysis and find a suitatable method for control and improvement.
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Heenan
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Call Centre Six Sigma
Most people hate calling a call center - waiting to connect to the operator is probably the bane (curse) of people's lives! The 'caller on-hold' time must be on top of the critical success factors short listed for any call centre Six Sigma analysis.
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J Singh
Student, Canada
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Six Sigma in Inbound Call Centre
Consider any variable as an opportunity and the result as a target, try the scatter graph though I prefer least square regression method to verify if opportunity(X) affects the target (Y) - greater the extent Y is affected because of X or vice-versa - greater is the correlation among them, then follow the DMAIC.
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Melanie
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Inbound Call Centre, my Thoughts
Six Sigma can be used to drive higher performance, (...)
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curtis
Business Consultant
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Six Sigma in Postal Service Business
@Melanie: Similar question - could it be used in r (...)
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