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Call Centers continuously strive to maximize the value of every customer interaction, but in order for employee's to be able to connect, serve, and/or sell in 30 seconds or less over the phone, call centers processes need to be operating lean and without variation. That's where BMG comes in, teaching Lean Six Sigma and improvement methodologies that can be applied to a variety of processes at any Call Center.
Lean Six Sigma Sample Projects
- Locations of call centers in India - why are these cities important
Multi-location call center
- Deciding to use an existing call center vs. setting up your own call
center
- Factors to consider
- Pros and cons of outsourcing to third-party vendors
- Pros and cons of establishing a captive center
- Call center costing
- Margins for international call centers
- Call center salaries
- Call center technology providers
- Software vendors
- Hardware vendors
- Plc vendors
- Process training/certifying vendors - copc, six sigma
Consultant
- Technical training related to call centers
- Government policies/tax issues
- Government initiatives
- Government guidelines for setting up call centers
- New telecom policy details of the Indian government
- Documents required for submitting a call center application
- The need for venture capitalists
- Swot analysis on Indian ITES sector
- Call Center Routing
- Call Center Service-Level Availability
- Statistica Quality Control
- Bi-Lingual Coverage in Wells Fargo Call Center
- Training Center Training Programs
- Service Ownership Initiatives
Who BMG has helped
- Fidelity Investments
- Health Insurance Plan of New York (HIP)
- Vytra Healthcare
- Qwest Communications
If you are just getting started thinking about Six Sigma or Lean in a
Call Center environment, BMG encourages you to contact us to learn more. |