An Application of Lean Principle in a Call Center at Sarawak

Abstract

Customer follow-ups or repeat calls are common in a call center primarily due to unresolved cases that turn into aging cases. Different case category presents different complexity with different outcome which this case study demonstrates. The present study thus proposes the Lean principle to be applied in the workflow to analyze each process activity in an attempt to find the root cause of the aging cases that do not conform to the established time function mapping. Five respondents were chosen amongst the call center personnel for a semi-structured interview enabling them to express themselves freely within the context of the dilemma they are facing. The respondents share the same desire to receive timely answers or information to maintain customer satisfaction levels. The Lean principle enables this case study to formulate a recommendation that ties in with Lean true nature for continuous improvement.