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How Six Sigma Can Help Increase Call Center Employee Productivity
by
Craig B Calvin
Call center managers try to come up with methods that can increase the productivity, quality, and performance of their employees and practices. These managers will often bring Six Sigma professionals on board to take a look at their business, identify problems, and design solutions to make the companies better and increase employee output.
It’s very important for call centers to run efficiently while also making a profit. The call representatives should act professionally and respectfully to both their fellow co-workers and the customers they talk to on the phone. If there is a reduction in the overall output standards at a call center, this is something that Six Sigma professionals will focus on to see how it can be improved. It is common for there to be some kind of unspoken problem or issue when call center reps are not fulfilling their duties. Six Sigma experts have to determine how an employee feels about their job, what is going through their mind each day, and what kinds of things can be implemented to raise company morale and increase employee productivity. It can be very tough to inspire call reps to perform at a higher level if you are unaware of how to appeal to them. One proven success tactic is to get to know your employees on a more personal basis so that you know what kinds of things they enjoy. Six Sigma experts are very knowledgeable about how to identify problems and how to solve those problems. These professionals have the tools in hand to noticed problems going on and discover the best ways to eliminate these issues. There must be a perfect balance of efficiency and quality within a call center for it to be successful and productive. Both the employee and customer are important to finding this balance. The call centers using Six Sigma methods to improve their quality use a specific design approach, one that constructs the perfect call center and strives to reach that goal. This method that is used utilizes science, data and statistical analysis to come up with recommendations on ways to improve business strategies. Six Sigma is used in this instance to predict defects and prevent project variation by eliminating the defects and mistakes from the current policies and procedures. A call center that is run properly can be successful and profitable. In addition to looking at the employees, the managers of these call centers must also be willing to let Six Sigma experts examine the methods they use to run their businesses. A business should be examined with a fine tooth comb in order for any issues to be discovered and corrected. Rules and procedures that are used by the managers may need to be updated. The methods and styles that managers use have to adapt over time, especially as technology evolves. Methods that worked in the past may be outdated. It is very important for management to keep a company up-to-date on how things are done in the current business world.
It is no problem to change the quality of call center operations with Six sigma courses
(sixsigmaonline.org)
for your employees. A quick check on the web will tell you all you want to know about
Six Sigma Online
training.
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How Six Sigma Can Help Increase Call Center Employee Productivity