Supporting Customers and Driving Excellence Through Quality

Case Study

Abstract: When a key client entered a new line of business, Firstsource Solutions earned the contract to provide inbound customer service and technological support. Metrics showed that 15 percent of calls for the client’s new business were repeat calls, leading to higher costs and lower customer satisfaction scores. A cross-functional Six Sigma team implemented process improvements that lowered the repeat call rate to 9.6 percent. This project was selected as a finalist in ASQ’s 2011 International Team Excellence Award Process.

Keywords: Case study; Six Sigma; Service; Business process outsourcing; Customer satisfaction; Root cause analysis; Effort vs. payoff matrix; Customer service

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