Friday, December 24, 2010

How six sigma can be useful for BPO Domain ?

Business Process Outsourcing is fastest growing domain and key trend now a days to save money and get quality work. In Business Process Outsourcing domain Six sigma is playing vital role to manage quality output with maximum utilization of resources and process flow.
How six sigma works for BPO and Call center Industry ?
A: Six sigma works with Quality Control division. Where we can get highest quality and customer satisfaction by implementing six sigma.
B: Six sigma can also control minimal AHT [ Average Handling Time ] on each call if we become precise and Candid script for reply on to the point consumer inquiry. Less AHT menace more calls been taken and by that less resource can execute more work with quality.
C: Six sigma Shift timings will make sure about utilizetion on each cubicle or work station. for example I consult one BPO of south india where I pland their shift timings in three different shifts matching with three biggest economical zones like Australia, Uk and USA. They are able to perform 8 hours shift for all three client base and in 100 seat capacity they can take outcome of 300 seats in total shifts with zero extra infrastructure cost.
D: Six sigma Attendance and Planed Leave calendar. Planed leave calendar helps to manage leaves and call flow with less buffer executives in pipeline. It also keep resource investment low. It will also get an opportunity to schedule any training or skill enhancement lecture with 100% attendance.
E: Six sigma infrastructure Planing, where u can utilize maximum space according to your technichal requirements and resource arrangement. Team wise cubical or work station set up will get easy idea to manage the work flow. TL get high chair to check on call help required to any of the team member. Call barging facility with all IDs to make CCE properly and instantly supervised.
Apart of these A to E points, there are many minor and macro level analysis required according to call center policy, Campaign they run , Type of call flow, Software they use and Employee psychology to understand Business Process Outsourcing model in depth.
Vision Raval