|
Details
- What: BellSouth wanted to increase revenue generated by its service associates, increase customer satisfaction at the same time they were increasing sales, increase customer satisfaction in the repair and collections centers, and improve employee satisfaction overall
Key measures: Service center: Revenue/hour per person, customer satisfaction; Repair Center: customer satisfaction, % front end close out tickets, average work time; Collections Center: customer satisfaction
- Who: Service call center, repair call center, collections call center
- Where: Southeast Region
- How Long: 3 months (includes 3 weeks of testing)
- How: Six Sigma Approach
- Why: Revenue increase needed
Collect Ideas: Over 200 ideas were collected from service, repair and collections agents concerning “What could we do to increase revenue? and What could we do to increase customer satisfaction?”
Ideas Tested/Time Frame: The ideas were reduced to 23 in service, 19 in repair, and 11 testable ideas in collections. Only 4 were significantly helpful in service, 3 in repair, and 3 in collections. Two (2) were significantly hurtful in service, 4 in repair and 5 in collections.
Some of the ideas tested: Tell the customer your name, use a job aid to help calm an irate customer, use the power words, offer payment arrangements, view the records before answering the phone
|
