Hello people my name is Mark Pinto and i am a Six Sigma Green Belt and i work in an Outbound Call center i need suggessions on using six sigma for this process so if anyone can help it would be great...

Outbound processes are mainly targeted by the sales generated. however there is no datamining done on the demographics of a customer before buying the database. this results in not only non - contactibility but also incorrect targets. The other areas of a project could be increase in sales per person, increase in productivity in terms of value. Less FTE for higher sales, change in processes for faster fulfilment, etc

Firstly look for the problem areas, if not any then go ahead and work on enhancing the existing performance of the existing process it can be in terms of sales or quality scores and benefits can be tangible and intangible both.

 

Regards,

Sujeet Singh

Hi Mark ,

As pointed out by Haresh , outbound call centres are basically to target the sales generation , so I am sure that you must be having handsome targets to keep you and team on the toes all the time .

A few suggestions below :

Categorise the customer materialisation . e.g if I am selling mutual funds , then i will filter my database as - 100 calls made to each category of , 1.middle class salaried , 2.Top brass of corporate sector ,3.SMES Proprietors , 4. HNI .

Then look at from each category which one had the highest materialisation ratio . Thereafter use the tools to allocate manpower and find the causes and solutions to rejections .And at the other hand tr and strengthen the segment where the respnse is good .

The other area could be enhancing the efficiency of manpower in areas of call quality which can include - introduction , fixing of appointment with the executive , product knowledge , objection handling e.t.c

Rahul

Hello Everyone.

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Warm regards

AbhishekM

Hi Mark

If you are looking for out bound process

I can suggerst you one solution ie  using a techonology to use multiple number so that the customer picks up the phone.This will increase the contact % 40 numbers

This technique was used in one of the Black belt projects

After iincreasing the contact % you can look at DOE for implementing a call model to suit the customer needs

And then training the agents can add value

 

Hi Pushpak,

I happen to stumble upon interesting piece of information provided by you. Are you referring to having a predictive dialer system? If not, then could you please shed some more light?

Regards,

Rahul