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Maximizing Call Center Resource Utilization With Six Sigma

Mar 1, 2008
In the last few years, Six Sigma has achieved many new milestones, the most recent being its induction in the dynamic and fast-changing world of business process outsourcing. Six Sigma implementations in call centers and contact centers may be a relatively new phenomenon, but due to its unparalleled success, this trend is fast catching on and in the coming years, is expected to outdo conventional domains such as manufacturing.

How Does Six Sigma Help Call Centers?

Call centers, especially third party business enterprises that deal in outsourced services, operate on tight margins, making them perfect targets for Six Sigma implementation projects. Call centers that have implemented 6 Sigma have been able to streamline their operations that mostly consist of managing inbound and outbound calls.

Streamlining call center operations automatically results in better utilization of available resources, reduced operational costs and improved efficiencies, factors that are vital for the long term success of call center companies. It also helps in streamlining the internal operations of call centers, which together make up a significant percentage of the overall operational costs.

By improving internal as well as external operations, 6 Sigma makes way for enhanced customer care services and support, something that goes a long way in improving the call center's brand and corporate image. This in turn, automatically results in better recognition of the call center's outsourcing services, thereby attracting new clients with every passing day.

A call center that achieves such a reputation, then finds it easier to race ahead of its competitors, expand its operations, diversify and maximize profitability.

Other Benefits of Six Sigma

This process also has a positive effect on the morale of call center employees, who mostly operate in highly stressful work environment. Using innovation and time-tested tools and techniques, Six Sigma helps in reducing the overall workload of call center representatives, allowing them to offer improved services to customers. With less work to do, call center employees also find it easier to learn new concepts and techniques related to their profession.

For example, in their spare time, call center representatives can opt for online academic courses to augment their professional careers. They can also take special training sessions conducted by the call center in order to augment their existing professional skills.

The fact that 6 Sigma helps in maximizing call center resource utilization is now common knowledge, something that is prompting more and more call centers to try implementations. Even before Six Sigma entered the domain of business process outsourcing services, the race to reach the top was always present, but with the introduction of 6 Sigma, the so-called race has attained new dimensions and characteristics.

In the future, the only call centers that will emerge as winners will be those that make the best possible use of quality improvement systems and resource multipliers such as Six Sigma.
About the Author
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 lean six sigma, black belts, green belts, and yellow belts.
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