| Six Sigma has proved quite beneficial for the services | | | | place, which continuously track changing customers' |
| sector because rather than making direct alterations in | | | | needs and expectations. When existing business |
| the product or service, it concentrates more on making | | | | processes are tweaked based on VOC, it becomes |
| improvements in existing business processes, which | | | | easier for the organization to do justice to customer |
| automatically improves the quality of final outcome, be | | | | needs and expectations. |
| it a product or service. This is like tackling the root | | | | 2. Assigning the right person for the right job: Six Sigma |
| cause that might be creating problems related to | | | | may be mainly associated with the improvement of |
| quality. | | | | business processes, but in BPO's and customer |
| Determining Quality Levels In BPO's And Customer | | | | contact centers, it goes a step further and takes on |
| Contact Centers | | | | some of the responsibilities of the HR department. Six |
| In BPO's and customer contact centers, customer | | | | Sigma helps in classifying call center professionals |
| input and feedback is first quantified so as to develop | | | | based on their current skills and expertise, which in turn |
| a better understanding of their needs and | | | | helps management in assigning the right person for the |
| expectations. Based on the quantification, Six Sigma | | | | right job. The point to remember here is that such |
| professionals then chalk out various levels of quality to | | | | classification is not done in a way that undermines the |
| be achieved over the planned period of | | | | abilities of call center professionals. It is done in such a |
| implementation, which usually ranges from three to six | | | | way that professionals who are less skilled do not feel |
| months, depending on the complexity of the | | | | offended. Offering free training and making available |
| implementation project. The basic aim is to make | | | | other avenues of professional development to those |
| continuous improvements in business processes so as | | | | who have been classified as less skilled, solves the |
| to achieve the highest possible quality levels. | | | | problem of employee dissatisfaction, if any. |
| How Six Sigma Is Helping BPO's And Customer | | | | Apart from these, Six Sigma also helps in improving |
| Contact Centers | | | | internal operations of BPO's and customer contact |
| 1. Giving prominence to Voice of the Customer (VOC): | | | | centers, something that automatically leads to a |
| The ultimate aim of BPO's and customer contact | | | | reduction in the overall cost of operations. This may |
| centers is to increase customer satisfaction, a task | | | | not affect customer satisfaction, but it does help |
| that can only be accomplished if customer needs and | | | | BPO's to maintain competencies, which has become |
| expectations are met. This is why in a Six Sigma | | | | quite essential considering the increasing competition in |
| organization, automated feedback systems are put in | | | | the BPO industry. |