Quality Quandaries : Increasing the First Time Fix Rate in a Customer Contact Center

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalNot applicablepeer-review

2 Scopus Citations
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Author(s)

Detail(s)

Original languageEnglish
Pages (from-to)393-400
Journal / PublicationQuality Engineering
Volume27
Issue number3
Publication statusPublished - 3 Jul 2015
Externally publishedYes

Abstract

A Lean Six Sigma improvement project in the contact center of a medium-sized bank in the Netherlands is discussed. The goal of the project was to increase the first-time fix rate for the customer contact service center. In 2010 the bank started with Customer Excellence, a company-wide improvement program that entails a way of working that combines customer focus and operational excellence. The project objective is to increase the first-time fix rate (FTFR). The FTFR equals the percentage of calls the center's employees can answer directly without consulting a colleague. The scope of the project was all calls concerning Internet and mobile banking service for retail customers. The target of the project was to reduce personnel costs. A reduction in the total handling time of a call will result in a decrease in the number of full-time equivalent (FTE) first-tiers necessary. The first step in the measure phase includes the selection of clearly defined, measurable characteristics, which are called 'critical to quality characteristics' (CTQs). In the analyze phase, the current performance of the CTQs is determined based on the collected data. In the improve phase, the Green Belt selected the most important and changeable influencing factors and provided evidence of their effects on the CTQs. The project improved the operational cost for the contact center, within the scope of calls related to mobile banking.

Research Area(s)

  • QUALITY IMPROVEMENT, Lean six sigma

Citation Format(s)

Quality Quandaries : Increasing the First Time Fix Rate in a Customer Contact Center. / Zwetsloot, Inez M.; Buitenhuis, Marly; Lameijer, Bart A.; Does, Ronald J. M. M.

In: Quality Engineering, Vol. 27, No. 3, 03.07.2015, p. 393-400.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalNot applicablepeer-review