For the typical call center, transfer rates are everything.
That’s because high rates are a sure sign that callers are being shifted to multiple agents and their issues are taking too long to resolve. To achieve the minimal transfer rates that result in greater customer satisfaction, a call center team must coalesce into a community of problem solvers dedicated to cultivating a culture of operational excellence and continuous process improvement.
Our online Lean Six Sigma training makes it easy for organizations to master process improvement and get results. By empowering call center agents to problem solve, GoLeanSixSigma.com’s courses enabled one call center to significantly reduce a lackluster call transfer rate, quickly boost call resolutions, and completely transform its culture.