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

Summary: This column discusses a Lean Six Sigma improvement project in the contact center of a medium-sized bank (€7.5 billion in annual turnover and €170 billion in assets under management; ABN AMRO Group 2013). The goal of the project was to increase the first-time fix rate for the customer contact service center. We first provide a brief background on the case study. Next, we describe how the project has been executed following the five DMAIC phases. Finally, we conclude by discussing the benefits of this particular Lean Six Sigma project.

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  • Topics: Engineering
  • Keywords: Customer Service, Cast study, Customer service industry
  • Author: Zwetsloot, Inez M.; Buitenhuis, Marly; Lameijer, Bart A.; Does, Ronald J. M. M.;
  • Journal: Quality Engineering