Best Practices for Achieving a High Performance Call Center



Genna Weiss
01/20/2010

Many call centers face the challenge of balancing the demands of improving productivity while still satisfying customers. Call centers cannot operate as the high performance call center they strive to be if they don’t treat their customers as their most important asset. In this Profit through Process podcast, Genna Weiss of Six Sigma IQ speaks with Vivian Blade, President and CEO of Experts in Growth Leadership Consulting, LLC (EiGL), who discusses how your organization can turn itself around to achieve high performance.



Blade discusses why implementing a high performance operating model comprised of three key areas, which includes operational discipline, is critical to achieving increased call center performance. She covers the common pitfalls of call centers, which include focusing on metrics that are in conflict with customer expectations and not designing processes from the customer’s perspective, and explains how your call center can begin correcting these areas. You will learn how the process improvement methodology, Lean Six Sigma, can be used to uncover the root cause of problems within your call center, and how you can use it to come up with solutions to these problems. In addition, Blade shares the critical first steps to successfully deploy this high performance operating model in your own call center.