Lean six sigma in a call centre: a case study

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Abstract:

Purpose ‐ This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach ‐ The study draws on process information and primary data from a real project. Findings ‐ The study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining of processes. Practical implications ‐ The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Originality/value ‐ Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast-growing area of the service sector, assisting companies in identifying areas of development for their call centres.

Keywords: Call centres; Lean production; Operations management; Production improvement; Six sigma

Document Type: Research Article

DOI: http://dx.doi.org/10.1108/17410401011089454

Publication date: November 2, 2010

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