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Misdirected Submissions to Billing Administration
Project Title: Misdirected Submissions to Billing Administration Define Project sponsor: Stephanie Project Green Belt: Steve The issue here was fairly straightforward: agents were transferring calls to Billing Administration that should not have been transferred. Although Billing Admin does handle a wide variety of billing and account issues, many of these can be handled more effectively […]
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Case Study – Recovery of Mislabeled One-Time Support Calls
Project Title: Recovery of Mislabeled One-Time Support Calls Define Project sponsor: Bruce Project Green Belt: TC A group of Service Employees who were hired during the high volume early [software product] season to handle simple refund issues and other simple service questions were getting misrouted customer calls. The Integrated Voice Response (IVR) was supposed to […]
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Case Study – Improve Early Release Process for Employees
Project Title: Improve Early Release Process for Employees Define Project sponsor: Kelly Project Green Belt: Tim Tim was asked to find out how to improve the VTO process (voluntary time off, or “going home early”) in a large call center. Prior to FY## this had been a manual process, very hands on, very reactive to […]
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Case study – Scheduling Call Center Outsourcer
Project: Scheduling for Call Center Outsourcer Define Project sponsor: Kelly Project Green Belt: Stacy Stacy was asked to take on the challenge of scheduling for an important call center outsourcer. Outsourcer was not filling the assigned schedules, and it turned out there was an issue with the transportation provided by Outsourcer to its employees. Ordinarily, […]
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Making Small Improvements is Harder Than You Think
I heard a speaker talking one time who said, “if you improve an organization’s productivity by 3 percent each month, you will double your productivity in 25 months.” He is right, you will double your productivity, but the challenge will be keeping those gains. I worked with another Lean Six Sigma Black Belt in our […]
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Operational Definitions of COVID-19
Those of us in the process excellence and quality professions know the importance of operational definitions. Without a good operational definition, a metric is meaningless. An operational definition is a definition that includes a detailed specification of measurement. In process excellence work you will frequently discover that the opportunity your project is addressing can’t be […]
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What Are SIPOC Maps and How Do You Use Them?
Kirby had been a service agent at the sales contact center for a long time. And he was a good one, one of the best. But his promotion to supervisor for a small group of agents was a new job to him and he wanted his team to do their job better. There were many […]
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Managing Metrics Madness
The Black Belt proudly displayed a huge spreadsheet printout. “It’s the first time we’ve been able to see all our metrics in a single place,” he announced. “Everyone was surprised at how many we have.” Including me. There were well over 100 metrics on the spreadsheet. I wondered if all of them were important. Even […]
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The Art of Successful Six Sigma Projects: The Imperative of Management Support
Six Sigma projects are intricately woven tapestries of expertise, dedication, and systematic process improvement. However, their success hinges primarily on a factor often assumed, yet not always understood – management support. As we navigate the challenging yet rewarding journey of a Six Sigma project, it is worth contemplating: Is the support we seek truly what […]
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The Horse/Cart Problem in Call Centers
There are horses and there are carts and getting them ordered properly makes all the difference. Unfortunately, when it comes to improving center-wide outputs, call centers often have the cart in front of the horse and the impact is predictable. That explains something important about call center results. If you ask call center leaders to put up […]