Six Sigma In Inbound Call Center

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Six Sigma Methodology | Six Sigma Model | Six Sigma Approach > Forum > Six Sigma In Inbound Call Center

Six Sigma In Inbound Call Center
Mohammed Imtiyaz
How can Six Sigma be used in an inbound call center? What are the basic parameters to be defined?
 

 
Six Sigma
Muniraghavulu T
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.
 

 
Call Centre Six Sigma
Heenan
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.
 

 
Six Sigma in Inbound Call Centre
J Singh, Student, Canada, Member
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.
 

 
Inbound Call Centre, my Thoughts
Melanie, Consultant, Member
Six Sigma can be used to drive higher performance, improve revenue, service and quality. You can also measure how this improvements affect your centre.
Using Six Sigma you can identify any inefficient ones and eliminate errors.. This will improve your customer service quality and the productivity of the centre.
Hope this helps, Melanie
 

 
Six Sigma in Postal Service Business
curtis, Business Consultant, Member
@Melanie: Similar question - could it be used in reference to a postal service business, for example - to reduce compensation for lost, late or damaged items? Using the DMAIC framework?
 

     
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Jagdish B Acharya
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