Designing Six Sigma Support Centers
RCCSP™ Service Engineering Series
2-day training course - $1,795
On-site customized workshop available

RCCSP
  Professional
    Education
       Alliance

Overview

Every type of contact center is complex and requires well-designed, quality-oriented processes to perform satisfactorily. Applying science to service processes can ensure that your support center performs at optimal levels.

Six Sigma is a rigorous and proven business methodology that uses data and statistical analysis to improve business performance. Six Sigma provides a means for identifying and eliminating process variation -- or defects -- to improve predictability and success of business processes.  Engineering or re-engineering your center to Six Sigma standards of quality can result in lower costs, minimal wait times, and high customer satisfaction.

This training course covers proactive design approaches using Six Sigma centered methods.  Participants will learn to apply science, engineering tools, techniques, and methods that create an optimized, high performance support center.

What You Will Learn

Participants will learn:

  • What a Six Sigma design is
    • How Six Sigma design applies to the call center and support center world
    • What issues exist in IT help desk design and reengineering
  • How to use proactive methods to design or reengineering your center
    • How to achieve optimal performance, cost, and productivity
    • Principles and concepts for building in flexibility for future change
  • The science behind effective help desks and call centers
    • Causal relationships and how to anticipate them
    • How to function in a rapidly changing business climate
    • Business life cycles and the phases of the S-curve.
  • How to develop and use effective SLAs
    • The multi-dimensional aspect of service level agreements
    • Where SLAs must be used and how to establish one
    • The strategic impact of SLAs and how they affect every person in your center
  • Strategic support center engineering and reengineering
    • Why having the latest, greatest, state-of-the-art equipment does not guarantee an effective center
    • Tools and techniques for developing process sequences, setting targets, and leveraging technology
    • How to use factoring to organize your processes, services, and products
  • How to get the center to function like a great team
    • The definitions of operational and support roles
    • How to setup an effective communication system
    • Why communication within the call center is so important
    • Terms that clarify communication between team members
  • Tools that provide a shared graphic language for a high performance knowledge dissemination system
  • The latest tactical process engineering methods for providing the very best performance
    • How to calculating the correct staffing requirements
    • Proper deployment of resources will be covered
  • How to integrate a strategic design into your helpdesk
    • Reasonable expectations for every step in the journey to an effective center
    • A take-home plan to get you started

Take Home Tools

  • The proprietary book, Designing Effective Call Centers, a $100 retail value. Designing Effective Call Centers is the companion to the best selling contact center six sigma book, The Executive Guide to Six Sigma Call Centers.
  • Abbott Notes for the key concepts and principles

Who Should Participate

This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing CCCE certification or Six Sigma Black Belt credentials.   This course is highly recommended for those who are responsible for designing, setting up, revitalizing, or reviving a call center or help desk.

Certification

Designing Six Sigma Support Centers is a core course within the following certification paths:

Agenda

Day 1 - Concepts, Issues, and Philosophy

  • Four road-blocks to improvement and how to break through them
  • The difference between efficient centers and effective centers.
  • The four traits of an effective center
  • What a Sigma is, and why Six
  • Six Sigma in the help desk and call center world
  • The methodology for call center simplification and optimization
  • Why technology has not solved your center’s problems
  • Life cycle and its impact
    • What it is
    • What has happened over time
    • The s-curve
  • Management science
    • Details of queuing science and metrics
  • Effective SLAs
    • The multi-dimensional aspect of service level agreements.
    • The impact of properly built and communicated SLAs
    • Building strategic SLAs for your organization
    • The tactical and strategic importance of SLAs
    • How to implement SLAs at your center
    • How and where to use SLAs in metrics
  • Process Management Principles that provide a “True North” for operations
    • First Principle
      • Product Process
    • Second Principle
      • Decision-making (policy, strategy, tactics)
      • Division of Labor
      • Metric support for decisions
    • Third Principle
      • Correct, Consistent, and Capable for Design, Improvement, and Sustainment

Day 2 - Design, Engineering, and Reengineering

  • How to design or reengineer your center
    • Defining management, supervisory, and agent roles and responsibilities
    • Providing the tools required for each function
    • Design approach for process design and script writing
    • Process design and dependency development
    • Key metric development
  • Advanced design and engineering
    • Building, using, and understanding express lanes
    • Help desk process segmentation
    • The art of designing an effective triage
  • Building a knowledge dissemination system
    • The six tiers of knowledge for running an effective support center operation
    • Building the metric blueprint
      • Identifying key metrics
    • Building the dependency diagram
      • Factor tables
      • Target settings
    • Metric status reports
    • Quick auditing tools
    • Methods to assess correctness, consistency, and capability
    • Strategic and tactical process viewer
  • Building a strategic plan for maintaining an optimal center
    • Tools and methods for determining the correct staffing requirements
    • Staff development for managers, supervisors, and agents
    • Queuing theory and wait time optimization
    • Tactical allocation of resources
    • Effective grouping strategies
  • Integrating the strategic design into your center

Registration Fees

The per student registration fee for this seminar is $1,795, and includes the seminar, course materials, and refreshments. Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive early the first day to sign-in and meet fellow attendees.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Mar 19-20, 2015 Las Vegas, NV The Flamingo Hotel
May 14-15, 2015 Greenville, SC Westin Pointsette

Maximize Your Training Investment - Attend Courses Back-to-Back

Designing Six Sigma Support Centers immediately follows these courses in select locations:

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time.  For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to 6 attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Up to 6 participants - $9,995 including:
    • 2-day or 3-day instructor-led training
    • All training material costs and shipping
    • Instructor's travel & lodging expenses in the continental USA
    • Certificate of completion
  • Additional participants - $695 each.

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with paper and markers
  • LCD projection unit and projection screen

Request In-House Training

Designing Six Sigma Support Centers, On-site Core Training Course, up to 6 participants, $9995
Additional  (over first 6) 2-day Core-only Attendees, $695 per person
Additional third day, for Expanded 3-day Customized Workshop, $4000
Additional (over first 6) 3-day Expanded Customized Workshop Attendees, $995 per person

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.


Dates, Locations and Registration

Learn From the Industry's Leading Authorities

James Abbott

Recognized as the industry's foremost authority on contact center service engineering, James Abbott is a highly sought-after professional consultant and industrial engineer
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What some past attendees say...

"These two classes (Designing Six Sigma Support Centers, Call Center Metrics) have been the best, most applicable I have attended since becoming a call center manager." -- Paula Mezo, Purdue University

"This class was awesome.  It expanded on the method and techniques covered in the call center metrics class."

"I learned a lot. This was exactly what I needed to do. Get out of the office and learn about a different way of thinking. Everything was easy to understand."

"So much material covered exactly what we had discussed of recent within our business. I feel confident I can take back the tools and apply them to our call center".

"Outstanding. The instructor, James, was wonderful! Very knowledgeable of the topic & a great speaker, educator, & trainer."

"I stayed for the design class after the metrics class to take it to a higher level. The ideas and extra points will assist me in the future."

"Training materials, book, reference guides, yellow cards, etc. are invaluable!!"

Recommended Follow-on Courses:
Call Center Management Certification

Call Center Metrics, Analytics and Reporting

Call Center Six Sigma Black Belt

The Art and Science of Call Center Workforce Management

Contact Center Director Training and Certification
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Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund.  Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.  Registrations may be transferred to another member of your organization at no additional charge.  As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

On-site Training Terms & Conditions

On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.

On-site training cancellation policy.  Preparations for training delivery will commence upon the receipt of payment in full.  Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.  If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.
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