Designing Six Sigma Support Centers
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:
Take Home Tools
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.
Designing Six Sigma Support Centers is a core course within the following certification paths:
Day 1 - Concepts, Issues, and Philosophy
Day 2 - Design, Engineering, and Reengineering
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.
Maximize Your Training Investment - Attend Courses Back-to-Back
Designing Six Sigma Support Centers immediately follows these courses in select locations:
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:
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:
Request In-House Training
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.
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.