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Sourav Ghosh Choudhury

Lean Six Sigma Green Belt

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Everything posted by Sourav Ghosh Choudhury

  1. Meeting First Call Resolution

    Sourav Ghosh Choudhury posted a topic in Applicability in ITES (BPO/ KPO)
    Hi All, I was going through the project that is attached and there were couple of questions which i am finding hard to understand and need your help in solving this. The first one being the MSA to be used for the Gage R&R. I have used the repeatability and reproducibility calculation and found that the gage R&R us at 19.2% and where as the appraiser variation is about 10.9%. I am unable to determine whether this is the correct method or not for this. Also for the second question of mine, the data sample in exercise 1 shows that the First call resolution is less when the AHT increases and this could be due to the agents skill or any system delay; however i am unable to determine any other possible reason. Any help on this is highly appreciated.. LSSGB_Project 3_Improving Bank Call Center Operations_Problem.pdf

  2. Training Feedback - Lean Six Sigma/ Business Excellence Programs

    Sourav Ghosh Choudhury replied to Mayank Gupta's topic in Training and Consulting Feedback
    "Great content....the examples shared were very helpful and easy to understand in the layman's terms..." -Sourav Ghosh Choudhury, Process Leader, Capita Offshore

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