INSE 6210

TOTAL QUALITY METHODOLOGIES FOR ENGINEERS

REDUCTION OF UNNECESSARY CALLS

IN A BUSINESS TRAVEL CENTER
 DEFINE

Process Map

FOCUS
AREA

Customer calls to Travel Consultant If required TC has

TC closes call
BTC to ask for a handles call using Place an Outbound
service SABRE system For several reasons

Customer may call for TC handles call and TC makes an After giving
any reason which tries to manage external call if service to
could be: customer requests there is an activity customer, gives
information, by SABRE system in that can’t be regards and
reservation, changes, order to save time accomplished hangs up
cancellation, and efforts immediately by
complaints, etc for system and
Airplane, Hotel or Car requires to place
this kind of call
 DEFINE
OUTBOUND CALLS

CONCEPT AMOUNT
Necessary Unnecessary Cost of Calls 16,200
70% 30%
Average Handling Time 87,840
Operational Expenses 48,329
Total $ 152,369

SCOPE Unnecessary Outbound calls made at the Business Travel Center of Corporate Travel,
which represent a 30% of all the calls made total.
GOAL Reduce the volume of Unnecessary Outbound Calls generated at Business Travel
Center by 80% by December 2005.
DEFECT is defined as the unnecessary outbound calls at BTC.
DATA TYPE is both Discrete (necessary/unnecessary)
OPPORTUNITY is defined as all Outbound Calls generated by the call center
DATA SOURCE Lucent Reports, Monthly Call Center Performance Report, Telecommunications Dept.,
Outbound Call Analysis, Data Collection
 DEFINE

Methodology

1 Identified through a survey which were the most common outbound calls and types.
2 A brainstorming session was held to group and categorize results in: to be Eliminated or
Left Alone focusing on Value Added, Quality, Customer Satisfaction and Costs in order of
importance.
3 The measurement system was set up using a group of travel consultants working on the
Business Travel Center.
4 Two Lucent reports were created to measure outbound call volume by agent (Consultant)
and by Group (BTC Domestic and International Gate) in order to match all calls accounted
by consultants to their corresponding volumes in ACD System. The unidentified calls are
taken as personal calls. This number has been reduced to minimal through constant
feedback
5 Information was gathered for 10 groups of data in order to calculate an initial COPQ.
6 Daily and Total Outbound Call Volume by Group (Whole BTC), by measuring team (11
FTE) and by person (each of the team)
 MEASURE

Groups Defects Units DPU DPM

1 24 73 0.329 328,767
2 33 121 0.273 272,727
3 33 117 0.282 282,051
4 21 76 0.276 276,316
5 27 84 0.321 321,429
6 38 115 0.330 330,435
7 35 128 0.273 273,438
8 25 75 0.333 333,333
9 44 133 0.331 330,827
10 21 62 0.339 338,710

TOTAL 301 984 0.305894309 305,894

Data Note: Subgroups 1 to 10 represent a daily

sample of unnecessary calls vs. total calls
DPMO = 305,894 (defect vs units)
Average Defect % =30.6% Note: Data is measured by attribute:
#Unnecessary – #Total Calls
 MEASURE
Gage R & R

1 10 outbound calls (classified as unnecessary) where chosen from the database of

recorded calls by the Subject Matter Experts.
Purpose: This analysis
2 20 more calls belonging to the class of necessary calls where added to create a group
was performed to verify that of 30 data points
all consultants had the
same criteria on registering 3 The attributes were recorded using the ‘Call Class Form’ that is being used currently
on the BTC. Questions were randomized 2 times for 2 different exams.
the type of outbound calls.
This test is absolutely 4 Questions were randomized 2 times for 2 different exams.
required as Lucent ACD 5 3 travel consultants out of the group of 11 were chosen randomly in order to have the
system does not classify correct mix of experienced/inexperienced consultants.
the outbound calls. 6 The 3 consultants were trained in the procedure to answer the questionnaire and after
that the evaluation was conducted.
8 Test was driven in 2 different days (4 day apart)
9 An Attribute Gage R& R analysis was conducted to analysis confidence in the way they
are classifying the calls.

Repeatability Reproducibility Accuracy Individual Accuracy

i ii iii (29/30 +29/30)/2 (28/30 + 29/30)/2 i ii iii
27/30 28/30 29/30 0.97 0.95 60/60 59/60 59/60
100% 98% 98%
 ANALYZE
Measurement People Process
Process is segmented between
business units Lack of knowledge of
Reservation process is not general promotions and
concluded in one single call agreements with client
There’s no
The effectiveness of the training procedure in place X2
courses is not measured to make TC doesn’t have all or part of
communication TC have to do a follow the info in time
Lack of ability to
more efficient up on tasks that belong
handle calls
Training courses are no to other areas
evaluated after a certain There’s not an adequate
period of time info distribution process
TC does not make Lack of knowledge of
sure they have all agreements and policies X4
X1 required info to close
Lack of ownership of the reservations / issue TC/Customer make
training department ticket to avoid practices that
unnecessary telephone shouldn’t be done
contact TC/Customer has not been
educated correctly to avoid
unnecessary telephone contact
Unnecessary
Outbound
Lack of knowledge of Reservation process is not Calls are transferred from
general promotions and concluded in one single call one TC to another Calls
agreements with client
Late update of
Sabre System Lack of
TC doesn’t have commitment of
all or part of the TC TC mainly transfers call
info in time Amex updates airline to correct are instead of
info 4 times a day. telling customer to dial
Airline does it in real again
time
Lack of adequate Reservation process is not Reservation process is not
distribution concluded in one single call concluded in one single call
process
Lack of knowledge of key Supplier has to
X4 Sabre formats be contacted to
close reservation
TC take training Several calls have
but aren’t taught to be placed to X3
which are the key X5 reach final
fundamental Supplier
formats

Materials Equipment Environment

 ANALYZE

X1 – Hypothesis Testing Results Ho: There's no difference in unnecessary outbound calls of the
Travel Consultants that inquire for all the required info in the
Root Cause: The Travel Consultant does not make first contact vs. those Travel Consultants that don't make sure
sure he has all the required info to close they have requested all the data needed.
reservations/issue ticket thus avoiding later
unnecessary telephone contact.
Ha: There is difference in unnecessary outbound calls of the
Travel Consultants that inquire for all the required info in the
first contact vs. those Travel Consultants that don't make sure
they have requested all the data needed.

ONE WAY ANOVA

Source of Variation SS df MS F P-value F crit
Between Groups 0.104 2 0.052 4.178571 0.02624 3.354131
Within Groups 0.336 27 0.012444

Total 0.44 29

The P value is < 0.05 therefore we conclude that we can reject the Ho.
Data Collection
Conclusion: There is difference in unnecessary outbound calls of the Evaluated calls of 3 Travel Consultants
Travel Consultants that inquire for all the required info in the first contact (100 calls each) as Good (When
vs. those Travel Consultants that don't make sure they have requested all requiring all the needed information)
the data needed. Vs Bad (Missing data request).
 ANALYZE

X2 – Hypothesis Testing Results Ho: There's no difference in unnecessary outbound calls of

those Travel Consultants that do follow up on
Root Cause: The Travel Consultant has to do a follow cases/documentation in the Back office area Vs. those Travel
up on cases / documentation that belong to other Consultants that do the follow up on cases/documentation.
areas.

Ha: There is difference in unnecessary outbound calls of those

Travel Consultants that do follow up on cases/documentation
in the Back office area Vs. those Travel Consultants that do
the follow up on cases/documentation.

ONE WAY ANOVA

Source of Variation SS df MS F P-value F crit
Between Groups 0.186 2 0.093 17.80851 1.17E-05 3.354131

Within Groups 0.141 27 0.005222

Total 0.327 29

The P value is < 0.05 therefore we conclude that we can reject the Ho.
Data Collection
Conclusion: There is difference in unnecessary outbound calls of those Evaluated calls and follow up actions
Travel Consultants that do follow up on cases/documentation in the Back of 3 Travel Consultants (100 calls
office area Vs. those Travel Consultants that do the follow up on each) as Good (When doing the follow
cases/documentation. up accordingly) Vs Bad (When not
doing the follow up).
 ANALYZE

X3 – Hypothesis Testing Results Ho: There's no difference in unnecessary outbound calls of

the Travel Consultant that call to any number of suppliers
Root Cause: Several calls have to be placed to Vs. those calls that are centralized in one Travel
reach finally supplier Consultant.

Ha: There is difference in unnecessary outbound calls of

the Travel Consultant that call to any number of suppliers
Vs. those calls that are centralized in one Travel
Consultant.
ONE WAY ANOVA
Source of Variation SS df MS F P-value F crit
Between Groups 0.338 2 0.169 31.46897 8.81E-08 3.354131

Within Groups 0.145 27 0.00537

Total 0.483 29

The P value is < 0.05 therefore we conclude that we can reject the Ho. Data Collection
Evaluated calls of 3 Travel Consultants
Conclusion: There is difference in unnecessary outbound calls of the
(100 Calls each). Two of them doing
Travel Consultant that call to any number of suppliers Vs. those calls that business as usual when calling the
are centralized in one Travel Consultant. suppliers and the third one who is fully
dedicated to handle issues with the
suppliers
 ANALYZE

X4 – Hypothesis Testing Results Ho: There is no difference between delivering correct /

complete information about the Upcoming Offers to the
Travel Consultants vs. not communicating correctly this
Root Cause: There's not an adequate distribution information.
process of Advertising / Offers - Not having a
correct communication for Advertising / Offers will
probably cause outbound calls. Ha: There is difference between delivering correct /
complete information about the Upcoming Offers to the
Travel Consultants vs. not communicating correctly this
information.

ONE WAY ANOVA

Source of Variation SS df MS F P-value F crit
Between Groups 0.172667 2 0.086333 13.39655 9.09E-05 3.354131
Within Groups 0.174 27 0.006444

Total 0.346667 29

The P value is < 0.05 therefore we conclude that we can reject the Ho.
Data Collection
Conclusion: There is difference between having a correct / complete Evaluated calls of 3 Travel Consultants
communication of the promotion to the TCs vs. not communicating correctly (100 Calls each). Track of the special
agreements / reduced rates, etc.
before performing the call.
 ANALYZE

X5 – Hypothesis Testing Results Ho: There's no difference in unnecessary outbound calls of

those Travel Consultants with a standard knowledge on
Root Cause: The Travel Consultant takes the Sabre formats Vs those calls generated by Travel
training but in the process they are not lectured about Consultants that have received a formal training.
the key elemental formats needed for the position.
Lack of ownership of the Training Department
Ha: There is difference in unnecessary outbound calls of
those Travel Consultants with a standard knowledge on
Sabre formats Vs those calls generated by Travel
Consultants that have received a formal training.

ONE WAY ANOVA

Source of Variation SS df MS F P-value F crit
Between Groups 0.0864 4 0.0216 1.963636 0.139118 2.866081
Within Groups 0.22 20 0.011

Total 0.3064 24

Data Collection
The P value is > 0.05 therefore we conclude that we can accept the Ho. Evaluated calls of 5 Travel Consultants
(5 groups of 10 calls each). The group
Conclusion: There's no difference in unnecessary outbound calls of those was done of two new hires and one TC
Travel Consultants with a standard knowledge on Sabre formats Vs those with one year of experience and two
calls generated by Travel Consultants that have received a formal training. more with high tenure on the
department.
 IMPROVE

• All 4 Vital X were eliminated as follows:

ROOT CAUSE P-VALUE IMPROVEMENT
The Travel Consultant does not make 0.02624 Require All Info to Customer on First Call- A Script was
sure he has all the required info to developed to help the Travel Consultants when they need to
close reservations/issue ticket thus ask for information to the customer. This script will assure the
avoiding later unnecessary telephone minimum required information is sent to Off-Line Unit so that
contact. they can work the requirements out.
The Travel Consultant has to do a 1.17E-05 Follow Up to Back-Office tasks by queue- All documents
follow up on cases / documentation that are required from Back-office are requested to Back-
that belong to other areas. Office via Queue (a system in place). Back-Office has a new
procedure to guarantee time responses
Several calls have to be placed to 8.81E-08 Supplier Centralized Tasks- All Tasks belonging to the Five
reach finally supplier main Airlines, Car rental agencies and Hotels were
centralized in Off-Line Unit. Queues were deployed as
needed in order to use a single telephone number to resolve
several tasks in one single call
There's not an adequate distribution 9.09E-05 Established a new distribution system via Lotus Notes
process of Advertising / Offers - Not Database: Daily news are sent by the administrator of the
having a correct communication for Business Travel Center in coordination with the marketing
Advertising / Offers will probably cause department. The bulletin contains information about new
outbound calls. products / agreements / preferred rates etc. that could
benefit the customer that is calling. Pop-up messages will
appear on a random basis to remind the Travel Consultants
about the available offers.
 CONTROL

SCORECARD
•Currently Corporate Travel manages two reports for performance analysis: Monthly Call Center
Performance Report and a Balanced Scorecard. Both reports review Call Center performance.
•Control Charts will be implemented in both reports to monitor outbound call behavior and to take
specific actions when alarms appear.
•Lucent reports (TC call handling reports) will be designed in order to track Travel Consultant’s
performance on a daily and real-time basis.

TRAINING AND UPDATED SOP’s

•All Travel Consultants will be trained on how to identify calls, classify them and treat the calls received
and then the calls they may have to do.
•A procedure manual for Travel Consultants is being developed were every new procedure is
explained

DISMANTLING THE OLD PROCESS

•Old Scripts will be erased from the system to create new ones.
•Old process will be automatically dismantled in the first day of operation due to the fact that all on-line
unit’s telephones will be blocked for outbound calls. New configuration avoids old process to co-exist
Questions?