Abbott Associates

SUP 152 – The Science of the Sigma Call Center

This course explains what drives wait time. You will understand the difference between efficient and effective. A sigma call center design will be explained so you as the supervisor can know where to place your focus. This course will explain the impact of variability on you and the center. You will understand what you and cannot do to deal with the operations variability.

Queuing Science Explained through a Grocery Store Example

Efficient versus Effective

Queuing Curves

Call Center Design to reduce Variability

The Agent Tools that Put it all Together

Focus on the Process