Call Centers – Cutting Waste
July 28, 2010 by Gail
Filed under Six Sigma, call center
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
Maximizing Call Center Resource Utilization With Six Sigma
July 26, 2010 by Gail
Filed under Six Sigma, call center
Maximizing Call Center Resource Utilization With Six Sigma
By Tony Jacowski
In the last few years, Six Sigma has achieved many new milestones, the most recent being its induction in the dynamic and fast-changing world of business process outsourcing. Six Sigma implementations in call centers and contact centers may be a relatively new phenomenon, but due to its unparalleled success, this trend is fast catching on and in the coming years, is expected to outdo conventional domains such as manufacturing.
How Does Six Sigma Help Call Centers?
Philosophies of Quality
March 6, 2009 by Admin
Filed under Call Center Quality
TQM… Six Sigma… what does it all mean?
Those new to the world of quality management need to be aware of the key concepts, and process that influence, measure, and drive the quality initiative forward.
While not all of these will apply directly to you, they do directly impact your organization, and as a quality professional, you must be aware of the processes in rough form.
