COPC® Lean Six Sigma for Contact Centers Yellow Belt

Overview

The goal is simple: keep your customers happy and increase your company's profitability.

For organizations responsible for contact center and business process operations (BPO), the issues of quality control and continuous improvement can be elusive.

Six Sigma and Lean principles have been used in manufacturing for years, however, the added complexity of managing people, not parts, and a lack of analytical rigor has left a data driven, structured approach to problem solving and root cause analysis on the drawing board within the call center industry. Many have tried to implement a manufacturing or broad service version of Six Sigma with limited results. Why won't a "one size fits all" approach work for Six Sigma in Call Centers?

Course Objectives

• Provide participants with practical examples from the customer call center industry on how to use Six Sigma tools to improve service, quality, revenue and cost in customer call centers.


• Use Six Sigma tools and analysis on data from participants own customer call center operations to dramatically show the positive impact of using Six Sigma in their operations.


• Learn how to use Six Sigma to manage metric performance (set priorities, set Specification Limits, and Six Sigma Scorecard).


• Learn when to use each Six Sigma tool with specific guidelines for the customer call center industry.


• Learn how to be wary of excessive "numbers crunching" that does not lead to performance improvement, and how to prevent this from occurring.


• Use key Six Sigma tools to more effectively install, deploy and improve the ROI from using the COPC® Family of Standards.


• Overview of Six Sigma and the Synergy with COPC Inc.


• Voices Critical to Quality Metrics and Causal Factors


• Performance Metric Management


• Six Sigma Tools with Guidelines for the Customer Call Center Industry


• Process Control and Process Variation using Six Sigma Tools


• Process Audits, Mapping and Defect Analysis


• Process Improvement and DMAIC

Key Topics & Benefits

Topics:

• Overview of Six Sigma, continuous improvement and ROI synergies with performance management systems


• Voices (e.g., Voice of the Customer, Process, Employee and Business), Critical to Quality (CTQ) metrics, Causal Factors, and Performance Metric Management


• Six Sigma Tools (e.g., run charts, histogram, Pareto, Fishbone, process sigma, scatterplots) with specific guidelines for the contact center industry usage and adoption


• Process control, managing variation and outliers, process audits/mapping, defect analysis, process improvement and DMAIC problem solving approach

Benefits:

• Drive high performance – improve Revenue, Service, Quality and Cost using Six Sigma and Lean principles


• Realize a tangible ROI with "practice over theory" approach - Six Sigma tools applied directly to your company's data


• Leverage the global expertise and experience of COPC Inc. facilitators and your peers


• All examples are contact center/BPO related including CSAT, calibration, schedule adherence and decreasing AHT, attrition error rates


• Utilize extensive Six Sigma tools including SPC XL statistical software, Memory Jogger pocket guide, ROI and Sample Size calculators

Target Audience

COPC Inc. Six Sigma training programs are designed for key contributors and first line management and above, continuous improvement roles and Six Sigma project managers.

Functional Level:

• Quality Assurance


• Performance Improvement


• Operations & Processes


• Customer Experience


• Strategic Planning


• Human Resources


• Workforce Management


• Training


• Reporting


• Transaction Processing


• Customer Service/Support


• Vendor Management

Service Types:

• Customer Care


• Fulfillment


• Claims


• Tech Support


• Help Desk


• Collections


• Transaction Processing


• E-Commerce


• Sales


• Back Office Support

Class Logistics and Prerequisite Skills & Technology Requirements

Class Format (varies by country):

• 3.5 days - three days of training, daily group assignments, and a half-day final exam (open book and notes)


• Lecture, discussion, case studies, and group projects with daily reviews


• Class size is limited to 18 participants

Tuition (varies by country):

• Tuition does not include transportation or lodging.


• USD 3,595 per person for Clients (Applied for COPC Certification, or already Certified)


• USD 3,995 per person for all others

Prerequisite Skills & Technology Requirements (varies by country):

Students must bring with them to class a notebook PC running MS Excel 2000 or XP and Windows NT, 2000 or XP. Prior to the class, COPC Inc. will send each student a CD with Six Sigma analysis software. This software must be loaded prior to the class. Students will also need to gather and load operational data specific to their contact center. This data may need to be disguised in order to meet confidentiality requirements of the students' organization.

Students must be competent in basic Excel skills. These basic skills include:

1. Importing data from a file;


2. Performing basic math functions e.g., addition, subtraction, multiplication, division;


3. Using formulas e.g., SUM; and (4) Creating basic charts/graphs

Participants scoring 90%+ earn a COPC® Six Sigma Yellow Belt Certification specific to the customer contact center industry and plaque.

For groups of 10 or more, dedicated on-site classes are available at comparable or less tuition per person. For more information, email to jbrenstein@copc.com.

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