DMAIC Call center example DMAIC Case Study

Summary

This video outlines how Travel Mania, an Italian travel agency, successfully improved its call center's efficiency and customer satisfaction by addressing transfer rate issues. The company focused on minimizing customer frustrations caused by multiple agent transfers and delays. By analyzing data, the team identified key problem areas, such as outdated landing page links and insufficient information for correct department routing. With minimal investment, the call center experienced significant improvements in customer direction and call agent satisfaction. The video emphasizes the importance of lean management, Six Sigma training, and project management techniques for continuous improvement in customer service.

Takeaways

• 😀 Travel Mania is an Italian travel agency focused on providing travel adventures both locally in Europe and globally.
• 😀 Communication and customer care are crucial elements of the company’s strategy, with both the web shop and call center playing key roles.
• 😀 Travel Mania's call center has been facing issues with high transfer rates, leading to customer frustration and a loss of trust.
• 😀 A transfer rate refers to when a customer is shifted between multiple agents, leading to repeated explanations and delays in problem resolution.
• 😀 The company has set a goal to reduce the call center's transfer rate from 20% to 5% by the end of the quarter to improve customer satisfaction.
• 😀 Key departments within the call center include reservations, transportation, group excursions, star membership, third-party programs, and quality management.
• 😀 A thorough analysis identified that 20% of transfer types caused 80% of the issues, leading to targeted improvements in the most common transfer types.
• 😀 Two main problems were identified: outdated links on the help desk landing page and insufficient information leading to incorrect requests.
• 😀 The issues were addressed by updating landing page links, defining the required information for customers, and working with an outsourced programming team.
• 😀 After implementing the changes, the major transfer issues were resolved, and customer satisfaction, as well as agent frustration, improved significantly.
• 😀 Future steps include preventing situations where customers experience issues, reducing the need for them to contact the call center altogether.
• 😀 The video promotes free 30-minute consultations for Six Sigma and project management training, offering tools like templates and guidelines for process improvement.

Q & A

What is the main issue that Travel Mania's call center is facing?

The call center is facing a high transfer rate, which means customers are being transferred between multiple agents, leading to frustration and delays in problem resolution.

What does the term 'transfer rate' refer to in this context?

Transfer rate refers to the number of times a customer is shifted between multiple agents during a call, which causes the customer to repeat their issue multiple times and leads to delays in resolving their problem.

Why is the transfer rate a significant problem for Travel Mania?

A high transfer rate results in a loss of customer trust, increases frustration among customers and call center agents, and negatively affects customer satisfaction and business performance.

What goal did the management set to address the transfer rate issue?

The management set a goal to reduce the transfer rate from 20% to 5% by the end of the quarter.

What are the main departments in Travel Mania's call center?

The main departments include the reservations department, transportation department, group excursions department, star membership department, third-party program department, and the quality department.

What did the team do to understand the problem better?

The team developed a detailed current state process map, compared it with SIPOC inputs, and analyzed call center data using Pareto distribution to identify the biggest contributors to the transfer issues.

What did the Pareto analysis reveal about the transfer issues?

The Pareto analysis showed that 80% of the issues were caused by 20% of transfer types. The two main contributors were outdated links on the help desk landing page and insufficient required information causing incorrect request evaluations.

What changes were made to address the transfer issues?

The outdated links on the help desk landing page were updated, and a list of required information was defined to direct customers to the correct departments. This was then implemented by the programming team.

How long did it take to implement the necessary changes?

The required changes were implemented within one month, which was considered a great result.

What were the results after implementing the changes?

After the changes, the top transfer issues were resolved, and customers were directed to the correct departments. This led to improved customer satisfaction, reduced agent confusion, and no major investments were required.

What is the next step for Travel Mania's team to improve customer experience?

The next step is to focus on preventing issues from arising in the first place, reducing the need for customers to call the call center.