Lean six sigma in a call centre: A case study

Purpose: This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach: The study draws on process information and primary data from a real project. Findings: The study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining of processes. Practical implications: The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Originality/value: Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast-growing area of the service sector, assisting companies in identifying areas of development for their call centres.