KnowledgeHills Logo
Six Sigma Jobs BPO BPM CMM CMS CRM DBMS ERP PM SAP Sarbanes Oxley Six Sigma White Papers Publications
Tutorials: Six Sigma Tutorial  Acceptance Sampling Tutorial  Confidence Intervals Tutorial  Lean Six Sigma Tutorial Defect Based SS Metrics  FMEA Tutorial
Content: Case Studies  Articles  Tutorials  Learn: Free Six Sigma eBook  Earn Black Belt Certification Online  FMEA Online Course
Site Map  Tell A Friend  Add to Favorites  Search		 login

Vytra Call Center Six Sigma Metrics

The Bottom Line
Jim Karagiorgis: "Before AIM, we had no way at all of knowing our costs for inquiries or claims for all of our different services, line of business, type of calls or by customer types. Now, because of AIM we know our costs for those to the cent and we know what we can do to reduce them. Having the exact costs also means that we can align our pricing by customer and product segment- which we're doing now. Plus, by saving FTE expense on incoming calls, those resources are being used for outgoing calls to support the customer intimate/high value added effort to create high customer loyalty."
Kerry Edwards
  • "By using AIM we have saved over $500,000 in our Call Center."
  • "AIM tells you what you're doing that's not efficient."
  •  "AIM makes it possible for us to see, in time and cost, where our problems or mistakes are occurring and what's causing them."
  • "AIM is a great tool to learn more about everything in your business environment in depth. We can track and trend quickly and make good business decisions."
  • "It doesn't require a tremendous amount of effort, and it's such an easy
    tool that we don't even document all the issues that it's allowed us to fix."
  • "We have been able to pin-point training and support issues that have cut
    costs and improved service."
  • "We can now sell different products at different prices to accurately reflect what they cost us."

Six Sigma Metrics

AIM collected, analyzed and measured these Six Sigma metrics within Vytra's operations:
  • The resolution of every call type in 22 quality dimensions such as "closed to the customer's satisfaction", "closed - customer no satisfied", "transferred to Care Management", etc.
  • The quality metrics and process times of all 8 services the Call Center provides.
  • The quality and process time of all 61 different call type procedures.
  • The quality and service metrics for each of its 31 customer segments.

These were metrics that Vytra wanted and needed for its Six Sigma effort but could not determine without AIM. Now they have performance reports with quality measures as well as models that show the cause and effect of quality.

AIM-Activity Information ModelingTM was developed by Gary Meyer. It collects, organizes, analyses and models thousands of data points about activity, service-product and customers in a few weeks. AIM's models deliver precise cost and quality information as well as the causes and drivers of performance so changes can be made quickly. AIM and its related technologies and methodologies are being used by more than 300 organizations throughout the US and Canada. For more information contact Gary Meyer at Orient Point Consulting LLC, (888) 420-6200 or garymeyer@orientpoint.com
Previous Article Prev Vytra Call Center Six Sigma Implementation - Using A New Tool for New Results

Related Articles

Acceptance Sampling Tutorial - Operating Characteristic (OC) Curve
Six Sigma Confidence Intervals Tutorial - Definition of Confidence Intervals
Defect Based Six Sigma Metrics (DPO, DPMO, PPM and DPU)
Balancing Your Legal Scorecard: A Performance Management Tool For The Legal Department
Lean Six Sigma Introduction
FMEA Tutorial Lesson 1: Definition of Failure Mode and Effects Analysis
Six Sigma Tutorial © Copyright 2000-2008 All Rights reserved. Six Sigma Tutorial is for educational purposes only. We do not guarantee the correctness of the content. The risk of using this content remains with the user. Please read our Terms of Usage and Privacy Policy Send any comments to: Contact. W3C HTML 4.01 compliant.