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Cutting-Edge Methods Help Target Call Center WasteCutting-Edge Methods Help Target Call Center WasteAuthor: Tony JacowskiAncillary 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. |
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