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Quality initiatives in Contact centers

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    Jaidev Chatanat

    Contact Centers, which are mature, is moving up the quality ladder and at a very fast pace. It has been only months before awards of Quality like the COPC and Malcom Baldridge Award has been constituted, many call centers are on the run to facilitate their contact centers as centers of service excellence in all respects. Six Sigma initiatives which were typically used only in a manufacturing environment is now exploited by ITES (IT enabled services industry). Six Sigma is a rigorous and disciplined methodology that uses data and statistical analysis to measure and improve a company’s operational performance by identifying and eliminating “defects” in manufacturing and service-related processes. Commonly defined as 3.4 defects per million opportunities, Six Sigma can be defined and understood at three distinct levels: metric, methodology and philosophy…

    To initiate Quality into setting up procedures and processes , Six Sigma provides guidelines to interpret what is to be done using DFSS or Design for Six Sigma. This methodology provides very specific guidelines to initiate quality processes.

    Quality is the most common factor of most Contact Center business succeed and this makes sense in the global business management cream. The hiring of right visionaries with the right intellectual capital increases the possibilities of success.


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