I have been a call center consultant for two years now. Prior to this position I was a telesales consultant for a firm out Florida that was an industry lead in outsource inbound sales. We had a variety of customers from big corporations to small businesses, from chains to independent businesses. We saw all walks of business life, and I got a chance to work pretty close with a multitude of companies. Now, a majority of my work is internal. I work closely with call centers and look at how they process their calls. I work toward trying to make a more efficient workflow for the employees. Six sigma is really a sweet spot when it comes to business efficiency. I’ve made a conscious effort to adhere to those practices, and have recorded many statistics to put in a list of standard deviation calculations.

At first, I had a hard time quantifying our results, but it did get easier. I was able to see where time was spent during calls, and figured in a much better break time structure. The easier it is for the employee, the more efficient the business runs. Efficiency is key to keeping costs low while maintaining a high output.

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