Lean Six Sigma Green Belt (GMC-LSS-GB)

Case Study- Telecom | Call Center Operation

Note:- Download the Assignement resource for the data & Solution 

ABC TELECOM provider had outsourced the customer interactive services operations to Wrangle Calling Services (WCS) about 5 years ago . ABC TELECOM guaranteed minimum volume of 400,000 calls per year with the rate of $10 per call to WCS.Since last two years,the service performance of WCS has deteriorated to such an extent that ABC TELECOM is considering cancelling the contract With WCS. WCS has been collecting the data on the duration the representatives were available to answer the calls and the hold times.The data for the last few months is shown in Table1.The performance measures that were of interest to ABC TELECOM were:

  1.  Provide first call resolution to atleast 75% of calls

  2.  Resolve minimum 90% of inquiries within 5days

Unknown to the call center,ABC TELECOM was also monitoring data on the number of people who were unable to get answers from WCS.

The Quality Assurance (QA) department conducts regular inspections of recorded actual conversations between the callers and representatives.A rating based on the relative scale 1-5 is assigned to the calls based on friendliness,accuracy,and suitable advice given to the callers.The table below shows the definition of the ratings:

WCS had 2 QA analysts Myra and Wills .It has been observed that the quality check results of the two QA analysts vary sometimes.Therefore data for 20 voice recordings was collected to verify the repeatability and reproducibility of QA activities.Table 2( Please refer to the attached resource file to retrieve the table) shows the results of their assessments for each of 20 voice recordings.

A couple of other problems with WCS are their inability to hold on to the experienced workforce and the amount of time it takes to hire experienced individuals.WCS decides to hire an expert on Six Sigma methodology to help them improve the call center operations and to improve the performance to a level that is acceptable to the client.WCS also wants to ensure that the Average Handle Time (AHT) is maintained during the course of this project.WCS has 6-8 months to turn around the performance of the company or potentially lose contract.

Exercise 1

Process capability Indices

Using the data given in Table1( Please refer to the attached resource file to retrieve the table) ,determine the process capability indices for performance metric.

‘First Call Resolution’. The specification limits for the FCR  are ;LSL= 75% and USL=100%. Provide the appropriate interpretation for the process capability indices drawn,based on the available data.

Exercise 2

1.  What kind of data is shown in Table 2? Which method would you use for measurement system analysis to verify the repeatability and reproducibility of QA results?

2.  Determine the potential causes why WCS fails to meet First Call Resolution targets consistently. Brainstorm and propose solutions for elimination of causes for failure to meet FCR targets.

Exercise 3

FMEA

For the solutions proposed in Exercise 2 above,using learning on FMEA identify

potential failure mode sand their effects.