www.copctraining.com

COPC® Lean Six Sigma for Contact Centers

Performance Improvement for Today’s Contact Centers

For contact center and business process operations (BPO)

organizations, the pursuit of quality control and continuous

improvement can be elusive.

Six Sigma and Lean principles have been used in

manufacturing for years, however the added com-plexity of

managing people and lack of analytical rigor in many service

options has left this data-driven, structured problem solving

approach on the drawing board at best.

Many have tried to implement a manufacturing or broad

service version of Six Sigma in the contact center industry

with limited results. For successful adaptation you must

tackle two key challenges: Adapting the Six Sigma approach

to service operations, and implementing the performance

improvement efforts effectively.

The key to COPC® Lean Six Sigma for Contact Centers is the

use of analyses and techniques that are PROVEN to work in

the contact center and BPO world. We go beyond just theory

to teach you how to apply sound techniques to make real

improvements!

Examples of improvements Achieved: ■ Improved Customer Satisfaction ■ Reduced Critical Errors ■ Reduced AHT ■ Optimized Staffing ■ Improved Schedule Adherence ■ Reduced Attrition ■ Improved Quality Monitoring ■ Higher, More Consistent Calibration ■ Reduced Process Variation ■ Reenergized Performance Improvement

www.copctraining.com

Key Benefits: ■ Drive high performance — improve Revenue,

Service, Quality and Cost using Lean Six Sigma principles

■ Realize a tangible ROI with “practice over theory” approach — Six Sigma tools applied directly to your company’s data

■ Leverage the global expertise and experience of COPC Inc. facilitators and your peers

■ Learn best practices and benchmarks from COPC Inc. audited centers

■ Utilize extensive Six Sigma tools (included in your tuition): ■ SPC XL statistical software for Microsoft

Excel (add-in)

■ Six Sigma Memory Jogger pocket guide

■ ROI and Sample Size Calculators

■ COPC® Lean Six Sigma for Contact Centers Bound Color Training Guide and Reference Manual — including all examples from class!

All examples are contact center/BPO related including increasing CSAT, calibration, schedule adherence; and decreasing AHT, attrition, error rates and process variation.

Key Topics:

1. Introduction to Lean Six Sigma 2. Process Improvement 3. Performance Metrics 4. DMAIC Overview 5. Basic Statistics and Microsoft Excel Techniques for Analysis 6. Run Charts 7. Six Sigma Voices 8. Histograms 9. Variation Analysis and Out-liers10. Process Sigma11. Pareto Analysis and Charts12. Cause & Effect Diagrams13. Scatter Plots and R2 Analysis

www.copctraining.com

COPC® Family of Standards and Six Sigma

Proven success in the contact center industry

Functional Level

Service Types

■ Quality Assurance ■ Performance Improvement ■ Operations & Processes ■ Customer Experience ■ Strategic Planning ■ Human Resources ■ Workforce Management ■ Training ■ Reporting ■ Transaction Processing ■ Customer Service/Support ■ Vendor Management ■ Customer Care ■ Fulfillment ■ Claims ■ Collections ■ Transaction Processing ■ E-Commerce■ Tech Support ■ Help Desk ■ Sales ■ Back Office Support

COPC Familyof Standards ■ Strong CSAT Focus ■ Data “first” Philosophy ■ Process Excellence ■ Performance Results ■ Contact Center Expertise

Six Sigma■ Customer Driven

■ Data Analysis Philosophy■ Process Improvement Approach

■ Systematic Framework

General Description

Who should attend

This course is designed for key contributors, first line management and above, continuous improvement roles and Six Sigma project managers.

Class Information and Format ■ Three days of training, daily

assignments plus a half-day final exam (open book)

(3.5 days total)

■ Combination of lecture, discussion, and hands-on analysis projects with daily reviews

■ Class size is limited to 22 participants

■ Prerequisites: Laptop PC with Excel and Windows, basic Excel skills and company’s own data for class project (specific instructions will be sent)

■ Participants scoring 90%+ earn a COPC Six Sigma Yellow Belt Certification and plaque

COPC® Lean Six Sigma for Contact Centers — Yellow Belt

www.copctraining.com

To learn more about COPC® Management Series Training or any of our training courses and services please visit: www.copctraining.com

Global Quality Excellence

PLEASE CONTACT:Judi Brenstein COPC, Inc.

832.347.7347 judib@copc.com

COPC and COPC with design are service marks and trademarks of Customer Operations Performance Center Inc. The marks are registered or are the subject of pending applications with the United States Patent and Trademark Office and other countries worldwide. COPC Inc. is a trade name of Customer Operations Performance Center Inc. © 1996 - 2011 Customer Operations Performance Center Inc. All rights reserved.

Abbott Accenture ACS Agilent Alltel Anthem AOL Apple BlueCross BlueShield Bose Carlson Companies Cendant Center Partners

Chase China Netcom Cisco ClientLogic CompuCredit Convergys CSC Dell EarthLink Edison International EDS Firstsource

Florida Power & LightGapGeneral Motors Genesys Conferencing HSBC ICBC J&J Ethicon HP Liberty Mutual Lifeline McKesson Microsoft

Minacs Moen Mutual of Omaha NASCO NCO Group Nielson Nokia Pitney Bowes Puget Sound Energy PWC Rogers Royal Bank of Scotland

Sage Shanghai Mobile Starbucks Sutherland Time Warner TiVo Toyota TrailBlazer U.S. Navy Verizon Washington MutualWellPoint

Sample List of Previous Attendees