Six Sigma In Inbound Call Center

Six Sigma
Knowledge Center

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?

  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.

  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.

  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, UK

Inbound Call Centre, my Thoughts

Six Sigma can be used to drive higher performance,...

Business Consultant

Six Sigma in Postal Service Business

@Melanie: Similar question - could it be used in r...


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