Our approach to Continuous Improvement and Quality Improvement is called Performance Maximization and follows the Lean Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) Improvement Methodology. Lean Six Sigma is typically a project that is driven by management to attack the lowest performing, highest impact processes. We’ve taken a similar approach and translated the concepts of Six Sigma to everyday practices to support our business process outsourcing programs and deliver the highest-quality and highest-efficiency performance.

Our model for Performance Maximization provides our management team with the knowledge and skills to deal with the age-old challenge of balancing quality and productivity. With the proper tools, tradeoffs are rarely required. Our management team uses the components of the Performance Maximization Model to support our client’s program objectives or Key Performance Metrics. Every member of the management team is certified on the model to ensure consistent usage and success.

The following is an overview of the four key components of the Performance Maximization Model: Measurement, Training, Coaching and Motivation and the corresponding Six Sigma step.

Measurement (Six Sigma Steps: Define, Measure, Analyze)
The way we measure performance is what sets us apart from other contact centers. We correlate productivity and quality to understand what it takes to deliver high quality and high productivity. We model the behaviors of our high quality, high productivity performers to understand how to maximize the performance of every agent. Every evaluation period, we provide our agents, team leads and management team with Scorecards that show specific trends in quality and productivity and require every employee to create a performance plan for the next evaluation period.

Training (Six Sigma Step: Improve)
Our proprietary training is designed to maximize the performance of each individual employee. We use proven training techniques to develop and certify our agents on the knowledge, skills and behaviors which specifically correlate to the successful achievement of our clients’ Key Performance Metrics. And we’re never satisfied. We continuously strive to improve our best performance because we are committed to always exceeding our clients’ expectations.

Coaching (Six Sigma Step: Improve)
We recognize that we are only as good as our weakest link and individual employee development requires a strong management commitment. Our management team uses a proprietary C.O.A.C.H.ing model to facilitate and empower our representatives to be responsible for their own performance. We allow our clients to monitor any representative at any time because we have confidence in our ability to deliver consistent, superior quality performance across the board.

Motivation (Six Sigma Step: Control)
We translate our clients’ business objectives down to the front-line agent and motivate our team with performance-based compensation. We energize our team with incentive-based learning opportunities and provide ongoing training at all levels…giving first choice for management opportunities to our internal team. Our approach significantly reduces turnover. As a result, we give our clients experienced, professional and highly enthusiastic representatives – and that translates to maximization of performance.