Bank Call Center

Course$-$end Project $2$

Description

First Wealth Bank outsourced its customer interactive services operations to Customer Calling Services $($CCS$)$ about $5$ years ago. First Wealth Bank guaranteed a minimum volume of $300,000$ calls per year at a rate of $$4\mathrm{.}50$ USD. Over the last two years, the service performance of CCS has deteriorated to such an extent that First Wealth Bank is considering canceling the contract. CCS has been collecting data on the duration of the representatives' availability to answer the calls and the hold time. The data for the last few months is shown in Table $1.$ The performance measures that were of interest to First Wealth Bank were: $1.$ Provide first$-$call resolution to at least $75\%$ of calls $2.$ Resolve a minimum of $90\%$ of inquiries within $5$ days Furthermore, First Wealth Bank was monitoring the data on the number of people who were unable to get answers from CCS$.$

Introduction

First Wealth Bank outsourced its customer interactive services operations to

Customer Calling Services $($CCS$)$ about $5$ years ago. First Wealth Bank guaranteed

a minimum volume of $300,000$ calls per year at a rate of $$4\mathrm{.}50$ USD. Over the last

two years, the service performance of CCS has deteriorated to such an extent that

First Wealth Bank is considering canceling the contract. CCS has been collecting

data on the duration of the representatives' availability to answer the calls and

the hold time. The data for the last few months is shown in Table $1.$ The

performance measures that were of interest to First Wealth Bank were:

$1.$ Provide first$-$call resolution to at least $75\%$ of calls

$2.$ Resolve a minimum of $90\%$ of inquiries within $5$ days

Furthermore, First Wealth Bank was monitoring the data on the number of

people who were unable to get answers from CCS$.$

The Quality Assurance $($QA$)$ department conducts regular inspections of recorded

conversations between the callers and representatives. A rating based on a scale

of $15$ is assigned to the calls based on friendliness, accuracy, and suitable advice

given to the callers. The table below shows the description of ratings:

It has been observed that the quality check results of the two QA analysts, John

and Miranda, vary sometimes. Therefore, data for $20$ voice recordings were collected to verify the repeatability and reproducibility of QA activities. Table $2$

shows the results of their assessments for each voice recording.

A couple of other problems with CCS are their inability to hold on to the

experienced workforce and the time it takes to hire experienced individuals. CCS

decides to hire an expert in Six Sigma methodology to help them improve the call

center operations and improve the performance to a level that is acceptable to

the client. CCS also wants to ensure that the Average Handle Time $($AHT$)$ is

maintained during the course of this project. CCS has $68$ months to turn around

the performance of the company or potentially lose the contract. Exercises

Read the case study and then answer the following questions.

Exercise $1$

Process capability indices

Using the data given in Table $1,$ determine the process capability indices for the

performance metrics. Based on the available data, provide the appropriate

interpretation for the process capability indices.

A$.$First Call Resolution$.$ The specification limits for the FCR are LSL $=75\%$ and

USL $=100\%.$

B$.5$ Day Resolution$.$ The specification limits for the $5$DR are LSL $=90\%$ and USL $=$

$100\%.$

Exercise $2$

A$.$ What kind of data is shown in Table $2?$ Which method would you use for

measurement system analysis $($MSA$)$ to verify the repeatability and

reproducibility of QA results? Conduct the appropriate MSA.

B$.$ Determine the potential causes of why CCS fails to meet First Call Resolution

targets consistently.

C$.$ Brainstorm and propose solutions for the elimination of causes of failure to

meet FCR targets.

Exercise $3$

FMEA

Identify potential failure modes and their effects for the solutions proposed in

Exercise $2$ using learning on FMEA.