Six Sigma In Inbound Call Center




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5
Mohammed Imtiyaz, India

Six Sigma In Inbound Call Center

How can Six Sigma be used in an inbound call center? What are the basic parameters to be defined?
 

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1
Muniraghavulu T, India
 

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.

 
1
Heenan, Uk
 

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.

 
1
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.

 
2
Melanie, UK
 

Inbound Call Centre, my Thoughts

Six Sigma can be used to drive higher performance, improve revenue, service and quality. You can als... Sign up

 
0
curtis
Business Consultant
 

Six Sigma in Postal Service Business

@Melanie: Similar question - could it be used in reference to a postal service business, for example... Sign up

   

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