Greenbelt Tips Callcentre

Hi Dimitrz,

I am a Black Belt with Insurance Company.

Begin with asking your customer (External/Internal)‘what is critical for them’.

Once they have told you the requirements then identify which are the ones that are being measured (to check for past trends). Prioritize based on the requirements & the ones which are most crucial can be taken up as projects. Put a metric around those which are not being measured, to start tracking their performance.

Customer is the key in identification of a project. You don’t want to do a project which is not a priority for the customer as you might end up carrying a dead monkey. 

Some examples of project I have seen in a callcentre

First time resolution

Call Quality

Regards

Abhishek