Enhancing Operational Efficiency in Digitally Evolving Contact Centers : a lean six sigma-based development project
Apodiakos, Xenofon (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025101025882
https://urn.fi/URN:NBN:fi:amk-2025101025882
Tiivistelmä
This thesis explores how operational performance can be enhanced in the context of a digitally evolving contact center. While digitalization and the adoption of AI-driven tools have become central to modern customer service operations, many organizations face challenges in translating these technologies into measurable performance gains. This study focuses on a development project carried out at a customer service outsourcing provider, where the primary aim was to reduce Average Handling Time (AHT) and improve service quality through process optimization and targeted training.
Using the Lean Six Sigma Define–Measure–Analyze–Improve–Control (DMAIC) framework, the project identified key inefficiencies, implemented structured interventions, and delivered measurable improvements in performance metrics. AHT decreased by 15.3% (from 600 to 509 seconds), First Contact Resolution (FCR) increased by 6.3 percentage points (from 72.0% to 78.3%, ~8.8% relative), and Customer Satisfaction (CSAT) rose by 0.3 points (from 3.9 to 4.2 on a five-point scale).
While the study is not an evaluation of digital tools in contact centers, it was conducted within an environment increasingly shaped by digitalization, including the integration of chatbots, virtual assistants, and CRM platforms. These technologies provided both the backdrop and enablers of the improvement process. The project demonstrated how process methodologies such as Six Sigma can act as a bridge between technological change and real-world performance outcomes.
The findings contribute to the applied knowledge of managing efficiency in contact centers undergoing digital transformation and provide a replicable model for service organizations seeking to align technology with operational excellence.
Using the Lean Six Sigma Define–Measure–Analyze–Improve–Control (DMAIC) framework, the project identified key inefficiencies, implemented structured interventions, and delivered measurable improvements in performance metrics. AHT decreased by 15.3% (from 600 to 509 seconds), First Contact Resolution (FCR) increased by 6.3 percentage points (from 72.0% to 78.3%, ~8.8% relative), and Customer Satisfaction (CSAT) rose by 0.3 points (from 3.9 to 4.2 on a five-point scale).
While the study is not an evaluation of digital tools in contact centers, it was conducted within an environment increasingly shaped by digitalization, including the integration of chatbots, virtual assistants, and CRM platforms. These technologies provided both the backdrop and enablers of the improvement process. The project demonstrated how process methodologies such as Six Sigma can act as a bridge between technological change and real-world performance outcomes.
The findings contribute to the applied knowledge of managing efficiency in contact centers undergoing digital transformation and provide a replicable model for service organizations seeking to align technology with operational excellence.