- What: Increase productive calls routed through the IVR (customers “get where they want to go quickly”)
Key measures: Percent choosing automated response system, Percent productive calls, Percent of customers transferred to another person, Average talk time and Customer Satisfaction. A special customer satisfaction study was conducted to determine cause and effect on customer satisfaction.
- Who: Hispanic Sales Call Center
- Where: Florida
- How Long: 3 months (includes 3 weeks testing)
- How: Six Sigma Approach
- Why: Overtime savings
Collect Ideas: Ideas were collected from the Hispanic-speaking front line (over 60 were collected)
Ideas Tested/Time Frame: The ideas were reduced to 11 testable ideas. All 11 were tested at the same time for a period of twelve weeks. There were 4 significantly helpful ideas, no significant hurts and 7 that made no significant difference.
Some of the ideas tested: Para reportar un problema de reparacion, oprima….,para hacer cambios a una orden pendiente…., par informacion sobre su cuenta…