|
Mohammed Imtiyaz
|
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
|
Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.
Sign up for free Log in
|
| |
|
Muniraghavulu T
|
|
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.
|
| |
|
Heenan
|
|
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.
|
| |
|
J Singh, Student, Canada
|
|
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.
|
| |
|
Melanie
|
|
Inbound Call Centre, my Thoughts
Six Sigma can be used to drive higher performance, (...)
|
| |
|
curtis, Business Consultant
|
|
Six Sigma in Postal Service Business
@: Similar question - could it be used in referenc (...)
|
|
