Lean Six Sigma Project on CSAT Improvement

Lean Six Sigma Project on CSAT Improvement

owl-carousel
Lean Six Sigma Project on CSAT Improvement
List random slider posts slider item
Lean Six Sigma Project on CSAT Improvement

This is a Lean Six Sigma Project on CSAT Improvement by Sunil Kumar

Business Case:

ABC is purely into Business Process Outsourcing and one of its Lines of business is the email business. Total strength is 75000 employees. Quality, operations, and training teams have been trying to improve CSAT scores through refresher training, coaching sessions, side-by-side audits, and feedback sessions, however, it is not working and the process still has a low CSAT which the client is complaining. Also, first-time-right and repeat contact rate is also leading to low csat scores. Concentrix has been imposed with a penalty of 5% because of low csat scores (<80%).

Problem Statement: Currently CSAT is at 46% which is very low and we have been imposed a penalty of 5% of total revenue earned because of this. We have lots of loopholes, we need to analyze and demonstrate that process is imposed for a penalty of $ 5000, if we do not act now, the process is going into loss.

Goal Statement: Improve the satisfaction level of CSAT from 46% to 78% by April 30th 2021