The Executive Guide to Six Sigma Call Centers

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?)So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma’s role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.

James Abbott is an author, teacher, developer, and consultant, and the president of Abbott Associates Inc. James Abbott has made a career out of taking technical topics and explaining them so that the rest of us can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation.

Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma s biscuits, NASCAR, and a visit to the grocery store to explain scientific concepts like queuing theory and Six Sigma. James isn t afraid to get his hands dirty. In the course of his coaching and engineering he s worked alongside electric engine assemblers, in a high-pressure customer care center, and on the third shift of a global IT help desk. It is his ability to learn a business from the ground up that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.

Though he has worked throughout the Western Hemisphere, James s home is in Greenville, South Carolina. His numerous books include the best selling,The Executive Guide to Call Center Metrics.