Every Second Counts

Abstract:In a call center, saving seconds per call can mean drastically reducing costs while increasing revenue and efficiency. Grameenphone modible phone operator in Bangladesh handled up to 110,000 calls per day, at an average of 150 seconds per call. Once Six Sigma methodologies were put into place, the company went down to 120 seconds on averge per call. The process required gathering and analysis of call data, as well as identifying the key issues that led to extended call times. In order to maintain an environment of constant improvement, the company made sure to keep a Six Sigma expert on hand who could continuously keep track of progress and employ new ways to reduce …

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Good information. Like the scaled down process of how to improve time in the call center. Most companies could probably take advantage of this.

--Tina Bowles, 04-07-2016


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