Devoted to the call center industry, the agents on the phones, and their managers

Co-writer, Michael Moser has provided this article for our readers, through an interview with Ron Wince.

Ron Wince (rwince@guidonps.com) - President and CEO of Guidon Performance Solutions is the global leader in implementing operation and business improvement strategies within call centers and other service organizations.

What is LeanSigma?

LeanSigma is a combination of two process improvement methodologies, Lean and Six Sigma, into a single, coordinated approach to reduce waste, improve process flow and drive variation from outcomes. LeanSigma measures and analyzes processes from the point of the customer and strives to eliminate anything that does not deliver value in the eyes of the customer.

What can LeanSigma do for a call center?

LeanSigma has helped call centers improve average handle time, reduce wait times, reduce hand-offs by delivering first call resolution and improved productivity by linking volume to staffing levels.  Very often call centers are able to achieve double digit gains in quality and services levels as well as reduce costs significantly.

A call center manager might feel like asking you, "Where have you been all my life?" so to speak. How did call centers survive before LeanSigma came along?

Call centers have always focused on productivity, handle time and other key metrics but have generally focused on technology solutions for improvements.  These deliver some improvements they do not engage the agents in the improvement process which is a key dimension of LeanSigma.

Read more about LeanSigma for the Call Centers by Ron Wince, part 2. He discusses about a Sigma Kaizen event involving call center agents.