I am currently assigned a call centre department to conduct a lean sigma review and to implement the start of a CI culture. It is the first time I have worked in a call centre environment and was wondering if any one has any advice when implementing

I am currently assigned a call centre department to conduct a lean sigma review and to implement the start of a CI culture. It is the first time I have worked in a call centre environment and was wondering if any one has any advice when implementing Lean Sigma within this environment. I have measured and implemented failure demand sub projects already so we are hot on the heels of this. I am now focused on the planning aspect as this seems to be an issue but am looking to see if any experts have any advice. I am also keen to visit other call centre's within the Edinburgh (Scotland) Area and was wondering if any one had any contacts that I could touch base with. Thanks for your time. Michael