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Any time there is a delay or defect in the process, whether it be through trying to reach the call center itself, or what happens once a call is answered, there is also a potentially lost customer.

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Without a call center whose primary focus is on customer satisfaction, new customers won't be attracted and old ones won't be retained. Everyone can recall a situation in which they dealt with a call center and discovered that everything that could possibly go wrong; did go wrong. In many ways, this mirrors a manufacturing line that operates under "catching the errors" versus "error-proofing" the system. While Six Sigma has been applied to manufacturing situations for several years, the same philosophies can also be applied to call centers. The idea is to reduce the perspective to that of "zero-defects."

Applying the manufacturer's viewpoint to Six Sigma application in a call center setting involves developing some characteristics all employees should strive for. These are commonly called "critical-to-quality" (CTQ) and involve features that must be met in order for a customer to receive quality service from the call center and become a new/repeat customer.