Lean Six Sigma For Call Center Professionals

Six Sigma is a methodology that utilizes statistical tools and concepts to identify variations or defects in a process. An Accredited Six Sigma Certification indicates an individual has achieved a particular level of knowledge in the study and application of this methodology. This type of certification will make you a more valuable asset in any industry and enhance your career greatly.

Call centers are the customer service hubs of any small, medium or large volume company. They are the point of interaction with both satisfied and dissatisfied customers. The goal of the Six Sigma process is to find, diagnose, and fix errors or defects.

When Six Sigma methodologies are integrated into call center procedures, you end up with a statistically driven way of resolving issues quickly and efficiently as well as discovering metrics that can be taken back to production and then prevented before they start. Take out the defects to a sustainable 6 sigma level of perfection, or only 3.4 defects per million opportunities, and profits will soar. This increases both customer satisfaction and bottom-line profit… necessary measures of success for any thriving company.

Increase Customer Loyalty

Because the Six Sigma process both eliminates errors and improves quality, customers start to take notice and become loyal to the brand, knowing that they will always be able to get the best possible products at the lowest possible prices with the least possible hassle at every interaction. Call Center professionals with Lean Six Sigma will give your employees the practical tools to help increase customer loyalty. Call center employees are often the first point of contact between your company employees and customers in the digital age. It is imperative that your center resolves issues quickly and confidently as to not lose potential repeat customers.

Increased Employability and Salary Potential

Companies who utilize Six Sigma methods know the importance of quality, and the quality of their employees are at the top of the list. Six Sigma Certified Employees are a resource that companies are willing to invest in when it comes to improving their call center processes. This is why salaries of Six Sigma Certified individuals are on average, significantly more than their non-certified colleagues. When the leading companies of the world look to hire employees to improve their call center quality, they know that individuals who hold Six Sigma Certifications are invaluable resources –especially when their certification is rooted in Call Center specific methodologies.

Improved Corporate Culture

Six Sigma improves the overall corporate culture within a company –including its Call Center. Because of the hierarchy of Six Sigma Certified individuals, everyone knows their role and expectations within the company –and exactly how teams need to work together to bring about positive changes within a company. As these teams reach both short term and long-term goals, they form bonds that strengthen the overall company as a whole. Furthermore, as they start to see the results of their hard work (increased first-call resolution, decreased hold time, decreased cost of poor quality) the drive to continue to reach goals is fostered and rewarded. Six Sigma Certified individuals can seamlessly join Six Sigma Teams already working on projects, especially when their certification is rooted in perfecting call center processes.

Cut Costs by Eliminating Errors

The chief concern for Call Center professionals is satisfied customers; eliminating errors via the Six Sigma data-driven methodology is definitely a way to accomplish this. By identifying and limiting defects and errors at every point of a company’s interaction with customers –brand loyalty is earned, and customers will return if they are confident in the capabilities of a Six Sigma-led organization. If an error slips through the cracks, it needs to be rectified immediately –this occurs in the call center. When call center employees are fully prepared with a robust plan for remedying errors, a customer feels more confident in placing repeat orders for products and or services.

Improve Quality

The process of eliminating errors in products or services naturally leads to improved quality. Call centers hold important statistical data necessary for reducing the cost of poor quality; a Six Sigma Professional with a specialized call center training is needed to know exactly how to extract that data. The cost of poor quality includes the gap between the actual and desired quality of a product or service (cost of labor, rework, disposition, lost opportunity, and material/shipping costs). When Six Sigma informed professionals from the call center collect important data to share with other Six Sigma professionals company-wide, near-perfect quality is ultimately achieved while simultaneously decreasing costs

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