Live Case Study
In any service industry, contact centers play an important role when customers call a support line with queries, requests or concerns. To gauge satisfaction for the services offered to customers and quality of resolution provided to customer, IMRB (an independent agency) conducts a CSAT survey on monthly basis. In Max Bupa, CSAT scores were stagnant at 60% for the period between January and April of 2017. The team took on a challenge to improve customer satisfaction and initiated a Six Sigma project.
This project had a target of improving the Top 2 Box CSAT Scores for contact center from 60% to 70%. With the help of Six Sigma DMAIC methodology, the project team was able to improve theos scores from 60% to 76%. This project not only improved the CSAT Scores but also helped in achieving the company’s mean opinion score goal.