Reducing Call Transfer Time Using Lean Six Sigma

Abstract

Determining where to transfer an incoming call to within an organization can be time consuming even for the most seasoned receptionists. The time the caller is waiting to be transferred can positively and negatively impact the remaining customer interaction for those downstream of the receptionist. This study will investigate the current average call time to transfer an incoming caller, make recommendations to reduce the average wait time, and monitor the suggested changes to determine the results. The goal of the study is to reduce the average transfer time by 50%, in an effort to save the callers and the organization money. By reducing the transfer time by half, the customer will experience savings in time spent on the phone, and the organization may be able to reduce the staff necessary to transfer the incoming calls.