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Using Six Sigma to Improve Customer Relationship Management

Using Six Sigma to Improve Customer Relationship Management

The work described below was done for a call center of a Fortune 500 company. This company has a portfolio of financial products that are sold to businesses and also directly to customers. With a diversified business approach to its products, it has a team of external sales representatives (ESR) selling a long product list, and customer service representatives (CSRs) supporting these ESRs by attending to customer queries and trying to cross-sell and up-sell. Product support is typically the most significant function performed by the CSRs while product sale is the primary function for ESRs.

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