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Six Sigma In Inbound Call Center
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Mohammed Imtiyaz
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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  Muniraghavulu T
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.

  Heenan
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.

  J Singh
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.

  Melanie
2
Melanie, UK
 

Inbound Call Centre, my Thoughts

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

  curtis
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 - to reduce compensation for lost, late or damaged items? Using the DMAIC framework?

 

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More on Six Sigma
Summary Discussion Topics
topic 3 Additional Six Sigma Levels
topic The Basis of Six Sigma? Statistics and Discipline
topic Implementing Six Sigma: Roles
topic Six Sigma in an R&D context
topic Six Sigma DMAIC and DMADV
topic Statistical Process Control (SPC): PPK versus CPK
topic The 5 x Why Method (The 5 Whys)
topic Focus of Six Sigma: The 6 Rights
topic Sustaining Momentum of Process Improvement over Time
topic Is Six Sigma Enough? (To Improve the Quality Level of an Organization...)
topic The Cost of Poor Quality: Tools for Effective Control & Reduction
topic Six Sigma for Marketing
topic Tools for Finding Root Cause in 6 Sigma
topic Add Standardization to DMAIC Phases in Six Sigma (DMAICS)
topic Evaluating Six Sigma Projects
topic Preparing Six Sigma: Requirements
topic Differences Between Six Sigma and TQM
topic Hypothesis Testing in DMAIC Projects
topic Six Sigma Effectiveness
topic Six Sigma in Medical Transcription
topic Disadvantages of Lean Six Sigma. Drawbacks
topic Evaluating Six Sigma Project Leaders
topic Best Practices Lean Six Sigma in Social Care
topic Quality Lessons in Dealing with Contractors
topic Six Sigma Manufacturing Example
topic Six Sigma for Retail
topic 6 Sigma Timeframe/Period
topic Six Sigma Black Belt Certification
👀Six Sigma In Inbound Call Center
topic Six Sigma in Passengers Handling
🔥 7 Key Principles of Six Sigma
topic Next Step after Voice Of Processes have been Defined?
topic Good Practitioner Books on Lean - Six Sigma, S&OP?
topic Organizational Development + Six Sigma or Lean
topic Should Six Sigma start after Lean Implementation?
topic Lean 6 Sigma in Laboratories
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