Call Centers – Cutting Waste
Call centers entail planning, staff scheduling, after call processing and reporting functions along with the major function of handling calls. But the major function of handling calls that many would argue couldn’t be standardized can be improved to ensure that no defects exist.
It may be inbound or the outbound calls – but any Six Sigma initiative to improve the process can mean a lot of improvement in customer satisfaction levels.
Typical Waste in a Call Center
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