Table of Contents
Why is Six Sigma important BPO?
Six Sigma helps in classifying call centre professionals based on their present skills and expertise, which in order to supports management in assigning the correct person for the correct job.
How Six Sigma helps in service industry?
Six Sigma helps in improving on lots of processes like generating business expansion, improving customer service, and gaining knowledge about service sectors business processes. Six Sigma also helps to improve the processes involved with human resources, marketing, and sales.
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.
How can call center operations be improved?
Strategies for Call Center Improvement
- Find Out What Customers Really Want.
- Create Buyer Personas of Your Ideal Customer.
- Improve Call Center Service Quality.
- Gain Intelligent Insights with Artificial Intelligence.
- Set Call Center Standards for Service Operations.
- Improve Call Center Efficiency and Productivity.
What is Dmaic process?
Define, measure, analyze, improve, and control (DMAIC) is a data-driven quality strategy used to improve processes. The letters in the acronym represent the five phases that make up the process, including the tools to use to complete those phases shown in Figure 1.
Where Can Six Sigma be used effectively?
Great Ways Companies Can Use Six Sigma
- Reduce output errors. Six Sigma works to eliminate errors and improve operations using three general things: metrics, methodology and philosophy.
- Lower Production Costs.
- Retain More Customers.
- Employee Empowerment.
- Efficient Resource Use.
Is Six Sigma useful to manufacturing organizations only?
Six Sigma concepts can be adopted by any organization irrespective of their size. Six sigma methods can be used in manufacturing as well as service sectors. For the success of any business establishment, it is important to have a seamless production, good customer service, and planning.
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 are the Six Sigma projects in BPO?
The most common and fruitful six sigma projects in BPO is “Enhacing RFT and CT” where RFT is “Right First Time” which can be also classified as “First Call Resolution”, and CT is “Cycle Time” More sharing options… 4 months later… Please clarify on few of the above points.
Who are the companies that use Six Sigma?
Among Banking BPO’s, ICICI OneSource, AMEX, BoA, HDFC have been benefiting from Six Sigma. WNS Global Services, Office Tiger, GE Capital are others who have benefited. Among users in the Call Centers GENPACT, Wipro, Accenture, HCL, EXL, Patni BPO have been utilizing Six Sigma methodology.
How does process in BPO works?
Now interesting part is process in BPO works as per SOP’s agreed between BPO and client and SLA Targets are meeting correctly (in terms of cases closed)but that doesn’t mean that customers query is geting resolved. Process is receiving multiple queries i.e second/third time contacts by customer OR time to resolve query is very high.
How does Six Sigma philosophy work?
Six Sigma philosophy revolves around the principle that more than 90\% of the problems are due to process deficiencies and very few of them should be attributed to human error. Common thinking is just the opposite. When you attend our training, you get numerous examples on how the Six Sigma philosophy works.