How Six Sigma improves customer care operations? - TELUS International Europe

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  • How Six Sigma improves customer care operations?

    April 16, 2015

    By Nikolay Andreevski

    process improvement

    Business Process Improvement as a must-have in the contact center

    Although it is not completely new to the industry Business Process Improvement (BPI) will continue to shape the Business Process Outsourcing and Contact Center Outsourcing sectors and be a driving factor in their evolvement in the years to come. Why is that? It’s because more and more companies began to realize that it is not enough just to transfer their processes to a contact center outsourcer and consider customer service a done deal.

    If you are not familiar what BPI is and why companies implement it, in short, BPI aims to deliver improvements in business processes in terms of speed, quality, cost and flexibility while building the capability required for continuous improvement. By applying recognized process improvement methodologies like Lean, Six Sigma, and Business Process Management, BPI analyzes existing client processes in order to identify opportunities for improvement in the quality or quantity of output. First it maps out the processes needed to achieve desired outcomes then creates training aids to close any gaps in skill levels and implements any necessary technology enhancements.

    What is Six Sigma?

    Six Sigma was invented by Motorola, Inc. in 1986 as a metric for measuring defects and improving quality. The word is a statistical term that measures how far a given process deviates from perfection.  Initially, it represented reduction in manufacturing defects to a level of no more than 3.4 per million. Today, Six Sigma has evolved into a more general business-management philosophy focused on meeting customer requirements, improving customer retention, and improving and sustaining business products and services. The method is applicable to all industries, thought.

    As General Electric puts it (the company has further developed and widely used the methodology in their processes), the central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible.

    Six Sigma in the contact center

    In the context of the contact center industry, through Six Sigma methodology we aim to achieve the best customer experience results for our clients through continuous process improvement in terms of quality and not only. The implementation of various business process transformation practices results in increasing net promoter score (NPS), customer satisfaction (CSAT), first call resolution (FCR), improving average handling time (AHT) and positively affects customer loyalty, increases revenue and lowers costs. Eighty percent of our managers (over 1,500 of our team members) across the globe are Six Sigma trained. Some of the BPI practices that we implement for improving process outputs are process mapping, documentation, data gathering and analysis, knowledge management, training, best practice sharing, etc.

    Six Sigma has proved quite beneficial for the services sector because rather than making direct alterations in the product or service, it concentrates on making improvements in existing business processes, which automatically improves the quality of final outcome, be it a product or service.

    Proven results

    The value of Six Sigma is genuine and our experience with several clients proves it. For a telecommunications company we increased the user satisfaction with a technical support program by 20%. In the financial service sector we increased first call resolution rate by 23%. For a utility we increased sales conversion in web chat by 7%.

    For a financial services provider we optimized their training process, shortening the learning curve by 50%. We also decreased time for handling of customer requests which significantly improved customer satisfaction. Our Six Sigma team performed an entire business process transformation and optimization study, gap analysis, as well as a report on process maps of current operating model and ideal operating model. We created a complete training and quality assurance program for all products and improved and optimized all of the Client’s processes and procedures.

    Want to know more about BPI and Six Sigma at TELUS International Europe? Just reach out to us in the comments section below!

    Nikolay Andreevski2

    Nikolay Andreevski is a Transformations Manager at TELUS International Europe




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