Abstract
Customer follow-ups or repeat calls are common in a call center primarily due to unresolved cases that turn into aging cases. Different case category presents different complexity with different outcome which this case study demonstrates. The present study thus proposes the Lean principle to be applied in the workflow to analyze each process activity in an attempt to find the root cause of the aging cases that do not conform to the established time function mapping. Five respondents were chosen amongst the call center personnel for a semi-structured interview enabling them to express themselves freely within the context of the dilemma they are facing. The respondents share the same desire to receive timely answers or information to maintain customer satisfaction levels. The Lean principle enables this case study to formulate a recommendation that ties in with Lean true nature for continuous improvement.
Keywords
- Lean Principle Search this journal for Lean Principle (opens in a new tab)
- Call Center Search this journal for Call Center (opens in a new tab)
- Process Flow Search this journal for Process Flow (opens in a new tab)
- Time Function Mapping Search this journal for Time Function Mapping (opens in a new tab)
- Continuous Improvement Search this journal for Continuous Improvement (opens in a new tab)
- Fishbone Diagram Search this journal for Fishbone Diagram (opens in a new tab)
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Copyright (c) 2023 Zalina Salmah Abdul Wahed, Azilah Anis, Azimah Daud (Author)
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Keywords
- Lean Principle Search this journal for Lean Principle (opens in a new tab)
- Call Center Search this journal for Call Center (opens in a new tab)
- Process Flow Search this journal for Process Flow (opens in a new tab)
- Time Function Mapping Search this journal for Time Function Mapping (opens in a new tab)
- Continuous Improvement Search this journal for Continuous Improvement (opens in a new tab)
- Fishbone Diagram Search this journal for Fishbone Diagram (opens in a new tab)
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Vol. 15 No. 2(I)SI (2023)
Sustainable Competitive Advantages & Technological Advancements
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