Transforming Call Center Operations with Six Sigma and Automation

In a world where exceptional customer service has become a key differentiator for businesses, efficient call center operations have gained paramount importance. Dennis Adsit, Ph.D., an authority on operational improvement, recently provided illuminating insights on how Six Sigma methodologies and automation can effectively address the prevalent challenges faced by call centers.

In this engaging presentation, Adsit delves into the world of call centers, exposing prevailing issues and presenting solutions using Six Sigma methodologies and automation. The video of the presentation provides in-depth insights into Adsit’s approach.

The Core Problem with Call Centers

Adsit highlights that the biggest problem in call centers today is agent variation in process and outputs. This inconsistency in handling customer calls affects service quality and operational efficiency. The most common approach to solve this issue has been coaching and training agents. However, Adsit argues that coaching is a ‘one-size-fits-all’ solution that fails to address the root causes of inconsistency and inefficiency in call centers.

How Six Sigma Can Help

Drawing parallels from manufacturing processes, Adsit introduces Six Sigma, a methodology for reducing errors and improving quality. In manufacturing, Six Sigma enabled the shift from inspecting final products for quality to focusing on the process that creates the product. Adsit proposes to apply the same principle to call centers: rather than trying to fix agent mistakes, focus on the process that the agent is following.

Implementing Six Sigma in Call Centers

Adsit showcases his proprietary software solution, KomBea’s Perfect Contact, as a prime example of implementing Six Sigma in call centers. The software supports agents with automation, minimizing the risk of human error and inconsistency in customer interaction. He shares a real-world example of the Alltel U prepaid cell phone activation call, illustrating how this approach can drastically reduce average handling time and after-call work.

The Benefits of This Approach

The application of Six Sigma methodologies and automation in call centers can yield substantial benefits, such as increased cross-sell, improved collections, reduction in direct labor by lowering call volume from repeat phone calls, and decreased training time needed for agents. Adsit presents compelling data showing how these methods led to significant improvements in call center performance.

Embracing Change in Call Center Operations

In conclusion, Adsit challenges the dominant mental models in call center management that are limiting innovation. The belief that every call and caller is different and thus requires individual coaching is a hurdle to process improvement. Adsit believes that this traditional mindset needs to be replaced with a more systematic approach using Six Sigma and automation. This transformation not only improves the quality and consistency of service but also improves operational efficiency.

To learn more about how Six Sigma and automation can transform call center operations, watch the full video presentation by Dennis Adsit. If you’re facing challenges with your call center operations, this presentation might just offer the solution you’re looking for.

Investing in the right methodology and tools can revolutionize the way your call center operates. Lean into the possibilities of Six Sigma and automation and drive your call center operations towards consistency, efficiency, and exceptional customer service.