{"id":2254,"date":"2010-05-21T04:07:38","date_gmt":"2010-05-21T11:07:38","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=2254"},"modified":"2014-10-01T17:03:42","modified_gmt":"2014-10-01T22:03:42","slug":"the-seven-wastes-of-contact-call-center","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-contact-call-center\/2254\/","title":{"rendered":"Call Center 7 Wastes: What are they and How to Eliminate Them"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>We bought a new dishwasher from Sears and it&#8217;s been a <strong>very, very, very, very<\/strong> <strong>bad customer experience<\/strong>. Part of that terrible Sears terrible customer experience and <a title=\"sears customer experience story\" href=\"https:\/\/staging.opexlearning.com\/resources\/sears-service-customer-experience-1\/2286\/\">Sears poor customer satisfaction<\/a> is my experience with the Sears <a title=\"call center balancing service level with costs\" href=\"https:\/\/staging.opexlearning.com\/resources\/call-center-balancing-act-cost-customer-satisfaction\/11812\/\">Call Center<\/a>.<\/p>\n<div align=\"center\">\r\n<table border=\"1\" cellpadding=\"5\">\r\n<tbody>\r\n<tr>\r\n<td colspan=\"2\">\r\n<h3 style=\"text-align: center;\"><strong>Other 7 Wastes Articles<\/strong><\/h3>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><a href=\"https:\/\/staging.opexlearning.com\/resources\/download-7-wastes\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13652\" title=\"download 7 wastes ebook for free\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/05\/wastes3d-730x1024.png\" alt=\"get ebook download of lean 7 wastes\" width=\"197\" height=\"276\" \/><\/a>\r\n<p style=\"text-align: center;\"><a title=\"free download of 7 wastes ebook\" href=\"https:\/\/staging.opexlearning.com\/resources\/download-7-wastes\/\">Get the 7 Wastes eBook FREE<\/a><\/p>\r\n<\/td>\r\n<td>\r\n<ul>\r\n\t<li><a title=\"improving a process that shouldn't exist is the biggest waste of all\" href=\"https:\/\/staging.opexlearning.com\/resources\/purpose-and-process\/8326\/\">Don't Improve a Process That Shouldn't Exist<\/a><\/li>\r\n\t<li><a title=\"overproduction and environment\" href=\"https:\/\/staging.opexlearning.com\/resources\/overprodution-7-wastes-an-environmental-perspective\/2135\/\">Overproduction and the Environment<\/a><\/li>\r\n\t<li><a title=\"7 wastes of law and the legal industry\" href=\"https:\/\/staging.opexlearning.com\/resources\/process-improvement-legal-industry-improving-practice-of-law\/9194\/\">7 Wastes and the Practice of Law<\/a><\/li>\r\n\t<li><a title=\"7 wastes of software engineering\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-software-engineering\/2190\/\">7 Wastes of Software Development<\/a><\/li>\r\n\t<li><a title=\"environment 7 wastes in lean\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-and-environmental-impact\/2196\/\">7 Wastes and the Environment<\/a><\/li>\r\n\t<li><a title=\"7 wastes in an office environment\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-and-the-office\/2203\/\">7 Wastes in the Office<\/a><\/li>\r\n\t<li><a title=\"7 wastes for a call center\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-contact-call-center\/2254\/\">7 Wastes in a Call Center<\/a><\/li>\r\n\t<li><a title=\"affiliate marketing using lean 7 wastes\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-affiliate-marketing\/2362\/\">7 Wastes in Affiliate Marketing<\/a><\/li>\r\n\t<li><a title=\"paid search marketing 7 wastes using lean\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-paid-search-marketing\/2376\/\">7 Wastes of Paid Search Marketing<\/a><\/li>\r\n\t<li><a title=\"wastes hide, how to see\" href=\"https:\/\/staging.opexlearning.com\/resources\/waste-hides-in-plain-sight\/3014\/\">Wastes Hide in Plain Sight<\/a><\/li>\r\n\t<li><a title=\"lean for human resources, 7 wastes identified\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-human-resources-hr\/3045\/\">7 Wastes of Human Resources<\/a><\/li>\r\n\t<li><a title=\"how the 7 wastes are related\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-7-wastes-symbiotic-relationship\/8303\/\">Symbiotic Relationship between 7 Wastes<\/a><\/li>\r\n\t<li><a title=\"how osama bin laden explains 7 wastes really good\" href=\"https:\/\/staging.opexlearning.com\/resources\/10-things-osama-bin-laden-in-common-7-wastes-lean\/8551\/\">Osama Bin Laden and the 7 Wastes<\/a><\/li>\r\n\t<li><a title=\"information overload is a type of waste\" href=\"https:\/\/staging.opexlearning.com\/resources\/information-overload-waste-of-overprocessing-overproduction\/8760\/\">Information Overload is Waste<\/a><\/li>\r\n\t<li><a title=\"waste of overprocessing is everywhere you look\" href=\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/\">Overprocessing is Everywhere<\/a><\/li>\r\n\t<li><a title=\"what are the wastes in product development process\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-product-development\/2504\/\">7 Wastes of Product Development<\/a><\/li>\r\n\t<li><a title=\"medical billing 7 wastes\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-medical-billing\/2470\/\">7 Wastes of Medical Billing<\/a><\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n&nbsp;\n<p>Soon, I&#8217;ll post about my experience buying an appliance from Sears, waiting 3 weeks for arrival and installation, nothing arrived, nothing was installed, and waited an additional 10 days to get my $600.00 back. \u00a0Oh, throw in 3 phone calls, 15 call transfers, and a total of 83 minutes on the phone. \u00a0All for nothing. \u00a0I&#8217;m still washing dishes by hand &#8211; and I do not have a small family. \u00a0Anyway, stay posted for my post on my experience with Sears<\/p>\n<p>So, as part of the &#8220;7 Wastes&#8221; series, here are the Seven Wastes of Contact Centers (Call Centers):<\/p>\n<h2>Transportation<\/h2>\n<p><em>Movement of product that does not add value<\/em><\/p>\n<ul>\n<li>[see Motion].<\/li>\n<\/ul>\n<h2>Inventory<\/h2>\n<p><em>More material information than the customer needs<\/em><\/p>\n<ul>\n<li>Abandonment Rate is a measure of how many customers are not willing to wait. \u00a0The number of customers waiting can be considered inventory. \u00a0The goal is zero inventory &#8211; or some manageable level based on workforce.<\/li>\n<\/ul>\n<h2>Motion<\/h2>\n<p><em>Bodily or mental motion that does not add value<\/em><\/p>\n<ul>\n<li>Who enjoys being transferred from one customer service agent to another, to another, to another, to another? \u00a0This unnecessary motion just adds to wait time, burden on the customer, and potentially loss of business or poor satisfaction.<\/li>\n<\/ul>\n<h2>Waiting<\/h2>\n<p><em>Idle time when people, material, information, or equipment is not ready<\/em><\/p>\n<ul>\n<li>Waiting for anything &#8211; people, paper, machines, the FAX machine, copier, information.<\/li>\n<li>Waiting for a customer service agent.<\/li>\n<\/ul>\n<h2>Overprocessing<\/h2>\n<p><em>Effort that does not add value from the customer&#8217;s perspective<\/em><\/p>\n<ul>\n<li>In my Sears poor customer experience, I was asked for my phone number, name, and address &#8211; <strong>6 TIMES<\/strong>.<\/li>\n<\/ul>\n<h2>Overproduction<\/h2>\n<p><em>Producing more than the customer needs or wants<\/em><\/p>\n<ul>\n<li>No, I&#8217;m not interested in your other services or products. \u00a0Don&#8217;t peddle merchandise to me &#8211; just please solve my problem.<\/li>\n<li>I know customer service agents have a hard job &#8211; they are often the messengers getting blamed for the problems of the company. \u00a0That&#8217;s not fair. \u00a0But, one type of overproduction is when the agent tells the customer how hard of a day he&#8217;s had &#8211; the customer doesn&#8217;t need to know you&#8217;ve had a hard day. \u00a0Just please try to resolve the customer&#8217;s problem.<\/li>\n<\/ul>\n<h2>Defects<\/h2>\n<ul>\n<li>The reason why I&#8217;m calling in the first place &#8211; service wasn&#8217;t done right the first time. \u00a0In my case, it wasnt&#8217; done right the second time, third time either.<\/li>\n<li>As a customer, being treated nice and respectfully is expected; when not, that&#8217;s a defect.<\/li>\n<\/ul>\n<h2>It&#8217;s Your Turn<\/h2>\n<p>What other examples do you have?\u00a0 Do you agree or disagree?\u00a0 What other examples of the Seven Wastes do you see and experience in your experience with Call Centers? \u00a0I don&#8217;t agree with the statement that &#8220;Call Centers are the epitome of Waste&#8221; &#8211; I disagree with that statement. \u00a0I believe that Call Centers can actually add tremendous value to the customer experience. \u00a0What do you think?<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>We bought a new dishwasher from Sears and it&#8217;s been a very, very, very, very bad customer experience. Part of that terrible Sears terrible customer experience and Sears poor customer satisfaction is my experience with the Sears Call Center. Soon, I&#8217;ll post about my experience buying an appliance from Sears, waiting 3 weeks for arrival [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":11158,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[281],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Call Center 7 Wastes<\/title>\n<meta name=\"description\" content=\"Call Center 7 Wastes - what they are and how to eliminate them using Lean\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Call Center 7 Wastes\" \/>\n<meta property=\"og:description\" content=\"Call Center 7 Wastes - 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