Case Study: Blended Customer Operations and Call Center Optimization - DMAIC

• The Case: An importer and wholesale distributor of fashion products and accessories, representing high-end brand names, is struggling with numerous process break-downs in customer operations – from out-of-control missing and wrong shipments, delays, lost in transit, customer complaints.
  
  
• The Problem Statement: The Company has a complex customer operations call center, servicing multiple types of requests, in multiple languages. The process breakdowns are occurring in all areas and appear to be random, yet quite frequent.
  
  
• The Fix: A careful examination of both data and process was conducted, together with a complete voice of customer (VOC) and voice of employees (VOE) analysis. Based on the findings and applying the Six Sigma DMAIC principles, a set of recommendations was made to re-engineer the company’s customer operations process in order to address the series of breakdowns. Among these recommendations:
  
  
  • cross-training all agents to proficiency levels regardless of type of issue
  • optimize scheduling to reduce needs for transfers and follow-up (all issues addressed on the spot)
  • reconfigure IVR and introduce systems automation and self-help
  • design a linear call center flow
  • develop new procedures to address all possible customer issues in a linear call center flow, complete with metrics and specs for sustained performance
  
  
  

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