What is Six Sigma in a call center?

Six Sigma is a methodology that utilizes statistical tools and concepts to identify variations or defects in a process. An Accredited Six Sigma Certification in Call Centers indicates an individual has achieved a particular level of knowledge in the study and application of this methodology.

What is lean BPO?

What is Lean BPO? Lean BPO offers Business Process Outsourcing services that add value to its client’s processes. We provide services tailored to our client’s needs that include talented professionals, back-office operations, and customer support.

What is a Six Sigma project?

Six Sigma is a business methodology that aims to improve processes, reduce waste and errors, and increase customer satisfaction throughout an organization. Driven by data and statistical analysis, Six Sigma provides a way to minimize mistakes and maximize value in any business process, from manufacturing to management.

How can Six Sigma improve customer satisfaction in call centers?

You can increase satisfaction in call centers by effectively using Six Sigma principles. Instead of focusing on individual people, take a holistic approach to the entire center. Both Six Sigma and Lean are heavily invested in teamwork, after all, which is essential to maintaining good results for critical-to-customer characteristics.

Can Lean Six Sigma be applied to call centre daily operations?

Practical implications – The introduction of lean six sigma into the call centre daily operations’ management may have organizational benefits. Originality/value – Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic.

What did the Lean Six Sigma expert discover about customer service?

In the course of doing a basic process analysis, the Lean Six Sigma expert discovered: The majority of calls that could not be resolved on the first call required some research by the service representatives. The service representatives were primarily judged on whether they were available to answer.

What is a case study in Lean Six Sigma?

Purpose – This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach – The study draws on process information and primary data from a real project.