What is Six Sigma?
Six Sigma is a methodology used to enhance business performance and improve processes by reducing variation and improving quality. It aims for near-perfection in every area of the call center’s operations, from customer service to call handling time. By eliminating defects and errors, call centers can ensure customer satisfaction and loyalty.
Why is Six Sigma important for call centers?
Call centers are under constant pressure to meet customer expectations while achieving maximum efficiency and cost savings. Six Sigma provides call centers with a framework that is designed to help them meet these goals. It helps call centers identify areas of improvement and develop processes that are efficient, reliable, and cost-effective. Through the implementation of Six Sigma principles call centers can improve their call handling times, enhance customer satisfaction, and reduce operational costs. In addition, call centers can use Six Sigma to help them better understand customer needs and develop more effective strategies for meeting those needs.
Methods for Implementing Six Sigma
- Define the problem.
- Develop a problem statement
- objectives
- project charter
- customer requirements
- business process map
- Measure the current business process.
- Analyze the cause of the problems.
- Improve the business process.
- Keep control.
How to implement six sigma in your call center?
The first step to implementing Six Sigma in call centers is to identify areas for improvement. This can be done by analyzing customer feedback and call logs, as well as conducting interviews with call center agents. Once the call center has identified areas of improvement, it must develop processes and procedures that will help them address those areas. For example, if the call handling
By implementing the principles of Six Sigma call centers can become more efficient and cost-effective while providing quality service at the same time.
Problems encountered in applying six sigma
- Without the proper vision to guide its decisions, a company cannot hope to succeed with Six Sigma. It is paramount that everyone involved in the project is aware of why it has been initiated and how it can benefit their business.
- There are no measurable benchmarks that can be associated with the Six Sigma program.
- Not having a prior selection of the projects to be assigned to the program.
- Making everything a “six sigma project”.
- Sending people to training whose “absence does not affect the company’s operation”.
This makes Six Sigma an invaluable tool for call centers that are looking to stay ahead of the competition. Six Sigma can be used to reduce call handling time, improve customer satisfaction, and increase the call center’s overall effectiveness. With Six Sigma call centers can deliver a higher level of service while saving money in the process.
In summary, Six Sigma is an important tool for call centers that are looking to maintain their competitive edge. At Uplink, we are experts in maximizing your KPIs through continuous improvement, if you want us to help your operations, let’s connect!
