Live Case Study
This project focuses on improving the value of the relationship with the customer by selling additional or increased volumes of existing products by analyzing customer needs. The objective of this project was to improve the lead conversion precentage through contact centers from 1.89% to greater than 5%.
The team followed the Six Sigma DMAIC approach to generate revenue from contact centers by upselling and cross-selling to existing customers utilizing tools such as Pareto charts, FMEA, process mapping, fishbone, cause and effect matrixes, hypothesis testing, benchmarking, criteria matrixes for solution identification, and control planning to sustain the gain. This project helped us in improving the lead conversion ratio from 1.89% to over 6% and generated $179,855 in additional revenue through contact centers.