Using Six Sigma To Increase Efficiency In Call Centers

March 30, 2012 by  Filed under: Management 

Professionals who work in management try to find the best ways to increase the performance, quality, and overall procedures of their companies. This is also true of call center managers. These managers will bring Six Sigma professionals to their locations to see if they can improve on the overall output and performance of the employees there.

It’s very important for any business to run efficiently while also making a profit. The call representatives should act professionally and respectfully to both their fellow co-workers and the customers they talk to on the phone. If there is a reduction in the overall output standards at a this type of business, this is something that Six Sigma professionals will focus on to see how it can be improved.

In most cases, there is something going on underneath the surface when call reps are failing to meet their requirements. The Six Sigma professional must analyze the situation to determine what the mindset is of the employees, what their feelings are toward their jobs, and what kinds of things could be implemented to increase the morale of the company.

It is hard to increase productivity among call representatives if you are not sure what their likes and dislikes are. One solution is to observe these employees and get to know their personal characteristics to find out who they really are as individuals. Six Sigma experts can analyze the problems at hand and determine what is causing them. These experts have all the skills necessary to look at a situation, think about it, and then come up with some potential solutions to the problems.

In order for a phone calling center to succeed and be profitable, there should be the same amount of quality and efficiency among the employees. The call reps and the customers are both involved in achieving this equality. Six Sigma professionals design specific approaches, such as coming up with the ideal picture of a this type of business and then trying to improve a specific call center to become as ideal as possible. Statistical and data analysis are both used in this scientific approach to improving a business. Six Sigma rules are used in these analysis studies to predict the possible defects and reduce the variation in projects by getting rid of the problems within a company’s current practices and policies.

A call center can be a profitable business if it is run correctly. When improvements are needed, management staff may have to require the Six Sigma professional look into the management staff and procedures, as well, to see where improvements can be made. A business must be looked at thoroughly for the true issues to be seen. Management staff, rules or procedures may require some updating. Management styles must change as the years pass and technology continues to advance. What worked before may not work now. It is always good to stay as updated as possible because the workforce is also changing as the years go by.

Can a Six sigma black belt help what goes on in your business? Learn how 6 sigma can change things for the better.

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