Cutting-Edge Methods Help Target Call Center Waste
Cutting-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. If an agent handles 50 calls a day, they may be responding in 50 different ways.
Some help can be taken from (CRM) customer relationship management software to reduce the number of variations. To reduce these variations, a standard process is required. The agent should follow this process closely and management should make an effort to monitor the calls and the agents. Wastes in call center includes wait times, unnecessary steps and so on. These wastes need to be addressed with due care.
Improvements can bring about high levels of customer satisfaction, which is very relevant and important for successful call resolution.
Pages: [1] 2 3
Skin Care - How to Fix a Painful PimpleBy: Feet have it rough. They are constantly being walked on and stuffed into socks that make them sweat and shoes that may not fit properly. Feet need extra amounts of daily tender loving care, which you can do nature's way. Often, the foot care products you find in the market... By: With our busy lives, it can be hard to find the time to give our bodies the attention they deserve. But if you don't find that time, it shows, and you feel it. Healthy bodies look better, and they feel better. So take the time to take care of yourself,... By: Finding the best, natural anti aging beauty tips is like trying to find a needle in a haystack. |
3 Pros and Cons of a Federal Auto Industry Bailout3 Pros and Cons of a Federal Auto Industry BailoutAuthor: Roni DeutchPro 1: Eco CarsIf the bailout money works the way it is supposed to and pulls the big three out of the hole, good things could potentially come of it. One proposal is that after being saved the automakers could be pushed to manufacture and sell cars that are both good for the environment and economy.Con 1: Taxpayer CashPerhaps the most obvious con, it is no secret that we will all be helping bail these companies out. Although it is still unknown where the money may or may not come from, taxpayer cash will be included for sure. |