Implementing Six Sigma in Call Centers

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This comprehensive call center six sigma training course will help the participants apply a disciplined approach that uses data and statistical analysis to measure and improve your organization’s call center performance, by identifying and eliminating defects in service-related processes.

While there are many Six Sigma training programs available for manufacturing, this training seminar is focused specifically on the customer contact environment. Facilitators will draw upon their expertise to provide practical and relevant cases, examples and methods.

By attending this course you will gain essential knowledge to:

Uncover and eliminate mistakes and defects
Raise operational performance
Prevent unnecessary contacts
Enhance customer experiences
Measure the impact of improvements
Reduce operational costs
Improve overall quality
Since delivering quality customer service has become a critical competitive advantage in today’s environment, it is essential to improve responsiveness, reduce errors, streamline processes and deliver consistent, high-quality services - or lose out to those who will. This intensive, four-day training seminar will prepare you to apply Six Sigma tools and methodologies in your organization. Step by step, you’ll learn how to identify inefficiencies, eliminate errors and improve quality and productivity.

Participants who score a minimum of 90% or higher on the final exam will earn a Six Sigma Yellow Belt certification specific to the customer contact center industry.

Seminar Objectives:

Provide participants with practical examples from the customer contact center industry on how to use Six Sigma tools to improve service, quality, revenue, and cost in customer contact centers.

Use Six Sigma tools and analysis on data from their own customer contact center operations to dramatically show the positive impact of using Six Sigma in their operations.

Learn how to use Six Sigma to manage metric performance (set priorities, set Specification Limits, and Six Sigma Scorecard).

Learn when to use each Six Sigma tool with specific guidelines for the customer contact center industry.

Lean how to be wary of excessive ¡°numbers crunching¡± that does not lead to performance improvement and how to prevent this from occurring.

Use key Six Sigma tools to more effectively install, deploy, and improve the ROI from using the COPC-2000® Standard for Vendor Management Organizations (VMOs) or Customer Service Providers (CSPs).

...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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