Now exclusively available as an on-site course! Gain the most value from advanced Six Sigma techniques when you bring this course to your location. We will work with you to perform Six Sigma analysis on data from your own Customer Contact Center operations to dramatically show the positive impact of structured and complete data analysis.
This two and one-half day course will provide you with the next series of Six Sigma tools (e.g., FMEA, Control Charts, ROI) as well as provide more in-depth training on applying tools learned in Six Sigma I (e.g., Setting Targets, Forecasting, Staffing & Scheduling, Measuring and Managing Variation). The course will conclude with a three-hour examination toward the completion of Green Belt Certification.
Sharpen Your Skills as You:
- Learn from practical customer contact examples 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 your own customer contact center operations to dramatically show the positive impact of using Six Sigma.
- Learn the next level, intermediate to advanced, Six Sigma tools
- Learn when to use each Six Sigma tool with specific guidelines for the customer contact center industry.
Integrate practical Six Sigma tools to effectively manage contact center metrics. Selectively use high impact Six Sigma tools to improve performance.
This course takes a practical approach to using Six Sigma tools. You will learn enough to be wary of excessive “number crunching” that does not lead to performance improvement.
This is the second course in the ICMI/COPC series on Six Sigma in Call Centers. You must have attended the first ICMI/COPC “Implementing Six Sigma in Call Centers” training program to be eligible for this program.
Earn Your Green Belt!
Participants who have already earned a Yellow Belt from the first ICMI/COPC Six Sigma course and who score a minimum of 90% on the Six Sigma II exam are eligible to become Green Belts after successfully demonstrating success (need to achieve at least a 15% improvement)with at least one Six Sigma performance improvement project using DMAIC.
Who Should Attend?
This course is beneficial for contact center executives, directors, vice presidents, managers and analysts who manage call centers or who work for Vendor Management Organizations (organizations that hire/manage third-party contact centers).
Prerequisite Skills and Technology Requirements—Important!
- Completion of ICMI/COPC’s first ”Implementing Lean Six Sigma in Call Centers” course.
- Students must bring with them to class a notebook PC running MS Excel 2000 or XP and Windows NT, 2000 or XP, and loaded with the SPC XL software that was used in the first Six Sigma class.
- Students will also need to gather and load operational data specific to their contact centers.
Contact Matthew Pedersen for More Information
To learn more about how Implementing Six Sigma in Call Centers - Level II can benefit your organization, contact Matthew Pedersen at 719-785-5340 or mpedersen@think-services.com.