Reducing Call Center Wait Times Through Six Sigma

Authors

  • Justin Bateh
  • Jim Farah

Keywords:

Six Sigma, Call Center, DMAIC, Quality Control

Abstract

The six-sigma process was applied for improvement of efficiency (cost) and quality of customer service at a medical education company.  Parametric and nonparametric tests showed (a) a poor capacity utilization of the in-house call center versus outsourced calls and (b) a statistically significant reduction in call wait times and talk times. Cost per call was reduced from $16.70 to $3.50, with overall savings over $125,000 annually. The company transitioned permanently to the outsourced call center. The overall benefit is contingent on the ability of phone operators to answer questions comprehensively and to customers’ satisfaction, which has yet to be determined.

Published

2017-07-01