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Ancillary call center processes have been perfect opportunities to implement Lean Six Sigma. However, some additional effort is needed on the main process of the call center - the call handling process. With some software systems it is possible to bring about Lean culture and the elimination of waste. Waste in Call Center Scenario The agents in call centers will have to be considered as the processes, as they are ones who deal with customer calls. There will typically be a few types of calls received at the call center, but they may be responded to differently each time, as the person on the other end may react differently. If an agent handles 50 calls a day, they may be responding in 50 different ways. Some help can be taken from (CRM) customer relationship management software to reduce the number of variations. To reduce these variations, a standard process is required. The agent should follow this process closely and management should make an effort to monitor the calls and the agents. Wastes in call center includes wait times, unnecessary steps and so on. These wastes need to be addressed with due care. Improvements can bring about high levels of customer satisfaction, which is very relevant and important for successful call resolution. Standardization of Processes The most important need for call center operations is the standardization of the call handling process, which in itself is very difficult. Though every customer reacts differently, there are places in the entire conversation where a standardized system can be more effective. For example, take the activation of a cell phone. The initial steps to be undertaken will be the same for all customers, so this process can be automated. By playing a pre-recorded file on the steps involved, the variation in handling by the agents is eliminated. Optimize Processes and Eliminate Waste A standardized process may not be an optimized one. There may be certain activities which may be wastes. In this scenario, management can apply Kaizen or continuous improvement to eliminate waste. -Wait times in the calls are major sources of waste. In the time when there is silence in a call, resources are tied up in the process but there is no output. -Sometimes there are certain steps in a call that become necessary, such as asking questions for verification purposes. However, there are some questions which may not serve any purpose, yet data is being collected. Eliminating such steps can be useful in eliminating waste. -By mistake proofing, waste can be eliminated. If there are disclosures required by law, they can be pre-recorded and put in at such a stage that they are not left out of the process. -By monitoring calls of different agents, agents who have higher error levels can be targeted for improvement training. This would help in improving the productivity of the agents and eliminating waste due to errors and rework, as well customer dissatisfaction. These steps can prove to be helpful in elimination of waste in the call center and bring about higher customer satisfaction level with the services provided. Additionally, it would mean happier employees and management.
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Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution's Six Sigma Online offers online six sigma training and certification classes for six sigma professionals including, lean six sigma, black belts, green belts, and yellow belts.
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