Implementing Six Sigma in Call Centers Level II - Green Belt

Investigate the next series of Six Sigma tools (e.g., FMEA, Control Charts, ROI) as well as gain more in-depth training on applying tools learned in Six Sigma I (e.g., Setting Targets, Forecasting, Staffing & Scheduling, Measuring and Managing Variation).

Sharpen Your Skills as You:

• Learn from practical customer contact examples on how to use Six Sigma tools to improve service, quality, revenue, and cost in customer contact centers.
• Use Six Sigma tools and analysis on data from your own customer contact center operations to dramatically show the positive impact of using Six Sigma.
• Learn the next level, intermediate to advanced, Six Sigma tools
• Learn when to use each Six Sigma tool with specific guidelines for the customer contact center industry.

Integrate practical Six Sigma tools to effectively manage contact center metrics. Selectively use high impact Six Sigma tools to improve performance.

This two and one-half day course will provide you with the next series of Six Sigma tools (e.g., FMEA, Control Charts, ROI) as well as provide more in-depth training on applying tools learned in Six Sigma I (e.g., Setting Targets, Forecasting, Staffing & Scheduling, Measuring and Managing Variation). The course will conclude with a three-hour examination toward the completion of Green Belt Certification.

You will perform Six Sigma analysis on data from your own Customer Contact Center operations to dramatically show the positive impact of structured and complete data analysis. This course takes a practical approach to using Six Sigma tools. You will learn enough to be wary of excessive “number crunching” that does not lead to performance improvement.

This is the second course in the ICMI/COPC series on Six Sigma in Call Centers. You must have attended the first ICMI/COPC “Implementing Six Sigma in Call Centers” training program to be eligible for this program.

Earn Your Green Belt!

Participants who have already earned a Yellow Belt from the first ICMI/COPC Six Sigma course and who score a minimum of 90% on the Six Sigma II exam are eligible to become Green Belts after successfully demonstrating success with at least one Six Sigma performance improvement project.

Prerequisite Skills & Technology Requirements - Important!

• Completion of ICMI/COPC’s first ”Implementing Six Sigma in Call Centers” course.
• Students must bring with them to class a notebook PC running MS Excel 2000 or XP and Windows NT, 2000 or XP, and loaded with the SPC XL software that was used in the first Six Sigma class.
• Students will also need to gather and load operational data specific to their contact centers. This data may need to be disguised in order to meet confidentiality requirements of the students’ organizations.

Who should attend?

This course is beneficial for contact center executives, directors, vice presidents, managers and analysts who manage call centers or who work for Vendor Management Organizations (organizations that hire/manage third-party contact centers). Class size will be limited—register early to secure your seat!

Participants must have attended the first ICMI/COPC “Implementing Six Sigma in Call Centers” training program to be eligible for this program.

Course Materials

Each participant will receive a complimentary licensed copy of a software program for analyzing data using Six Sigma tools—a $198.00 value! (Participants are required to bring a laptop PC running MS EXCEL 2000 or XP.) You will also receive a Six Sigma Tools Data Requirements Pack, a handsome course binder and a wealth of other resources. And you’ll have access to facilitators for after-seminar support.

Students must also be competent in basic Excel skills. These basic skills include:

• Importing data from a file
• Performing basic math functions (addition, subtraction, multiplication, division)
• Using formulas (e.g., SUM)
• Creating basic charts/graphs
• If you do not have these skills, you will be at a severe disadvantage in the class as there is no time to teach basic skills.
  
  

Call Ellen Greene at 925-513-1010 If you wish to register for this seminar

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