A disciplined approach that uses data and statistical analysis to measure and improve your organization’s call center performance, by identifying and eliminating defects in service-related processes.

What Would It Be Worth To:

• Eliminate mistakes and defects?
• Raise operational performance?
• Prevent unnecessary contacts?
• Enhance customers’ experiences?
• Measure the impact of improvements?
• Reduce operational costs?
• Improve overall quality?

Timely Topic, Outstanding Opportunity!

Quality customer service has become a critical competitive factor in today’s environment. Improve responsiveness, reduce errors, streamline processes and deliver consistent, high-quality services—or lose out to those who will.

This intensive, four-day program will equip you to apply Six Sigma tools and methodologies in your organization. Step by step, you’ll learn how to identify inefficiencies, eliminate errors and improve quality and productivity.

Customer Operations Performance Center Inc. and ICMI, two of the world’s leading authorities on customer contact operations, have developed this training course to focus specifically on the customer contact center environment. While there are many Six Sigma programs available for manufacturing and general service industries, attending this course offers contact center insights shared by industry renowned facilitators. We provide practical and relevant cases, examples, and methods specific to the unique challenges of the customer contact environment. There is an exclusive focus—there are no non-industry examples.

Course Objectives:

• Provide participants with practical examples from the customer contact center industry on how to use Six Sigma tools to improve service, quality, revenue, and cost in customer contact centers.
• Use Six Sigma tools and analysis on data from their own customer contact 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 contact center industry.
• Lean 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-2000® Standard for Vendor Management Organizations (VMOs) or Customer Service Providers (CSPs).

Who Should Attend

This program is designed for directors, vice presidents, managers and analysts seeking a better understanding of how to use Six Sigma tools and methodologies in contact centers. We also encourage you to bring the Six Sigma project manager who will be responsible for implementing this initiative in your call center (if someone else). Class size will be limited—register early to secure your seat!

Participants who score a minimum of 90% or higher on the final exam will earn a COPC Yellow Belt specific to the customer contact center industry.

Course Materials

Each participant will receive a complimentary licensed copy of a software program for analyzing data using Six Sigma tools—a $198.00 value! (Participants are required to bring a laptop PC running MS EXCEL 2000 or XP.) You will also receive a Six Sigma Tools Data Requirements Pack, a handsome course binder and a wealth of other resources. And you’ll have access to facilitators for after-seminar support.

Prerequisite Skills and Technology Requirements:

IMPORTANT! 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 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 also be competent in basic Excel skills. These basic skills include:

• Importing data from a file
• Performing basic math functions (addition, subtraction, multiplication, division)
• Using formulas (e.g., SUM)
• Creating basic charts/graphs

If you do not have these skills, you will be at a severe disadvantage in the class as there is no time to teach basic skills.

If you need additional information on these requirements, please contact Kathy James (email: kjames@copc.com; phone: 512-225-0539).

And there's more! After completing your Yellow Belt you can opt for a dedicated seminar at your organization to earn a Green Belt and complete a project specific to your company's needs. Contact Matthew Pedersen at 719-785-5340 or mpedersen@think-services.com for details on how to bring Six Sigma seminars on-site to your location.