Employing Six Sigma in BPOs and Customer Contact Centers - Ma. Angela Nacpil - ContactCenterWorld.com Blog
Six Sigma has been proven to improve services by tackling the root cause of the problem related to quality. Instead of making alterations in the product itself, the principles of Six Sigma aim to improve the existing process that automatically leads to a better output, be it a product or a service.
Identifying Quality Levels in the BPO and Customer Contact Center
To gain a clearer understanding of customer needs and expectations, customer input and feedback are first quantified. After analyzing the sentiment of the customers, Six Sigma professionals then make use of the quantification to chalk out various levels of quality to be met in a given time frame of project implementation. The core objective is to make continuous improvements in business processes to achieve the highest possible quality levels.
How Can Six Sigma Help BPOs and Customer Contact Centers
It gives emphasis to the Voice of the Customer (VOC). In the BPO and Customer Contact Center business, increase in customer satisfactions is the main goal, a task that is only achieved if customer expectations and needs are met with the highest standard of quality and in timely manner. Automated feedback systems are important in a Six Sigma empowered BPO organization to continuously track changing customer needs and expectations. Applying SixSigma methodologies make it easy to tweak existing processes base on VOC that produces changes that will do justice to customer needs and expectations.
It helps assign the right person for the right job. Although Six Sigma is mainly associated with the improvement of business processes in BPO and Customer Contact Center, it takes one step further and involves some of the aspects of the HR department. Six Sigma helps classify call center professionals based on their current skills and expertise, which enables the management to assign the right person for the right job. Job classification is done objectively and accurately.
Apart from these and due to increasing competition in the business, Six Sigma also helps companies cut operational costs with proper waste management to sustain competencies.
Publish Date: November 7, 2013 1:31 AM