six sigma certification

Six Sigma Certification in Call Centers: Overview & Career Options

What is Six Sigma Certification in Call Centers?

The call center is a necessary evil for any company, and is a hub for most of the interactions between that company and its customers. Now that more and more commerce is done virtually, call centers have become ubiquitous for almost all successful companies, evolving to multiple channels of communication including online chat portals, social media, and email.

The Six Sigma methodology is a perfect match for Call Center Customer Service improvement. In order to be improved, critical to quality metrics need to be identified. Call center metrics include quick resolutions, decreased hold time, and customer satisfaction etc.. Six Sigma certified call center professionals hold the skills to collect this rough data. The data is then analyzed with a goal of pinpointing quality improvement solutions for issues that occur earlier in the production chain. For example, if a significant percentage of customers are reporting the same problem, a Six Sigma professional working in the call center can report that hard data back to a designated department head in order to assemble another Six Sigma Team to eliminate the problem. Six Sigma in the call center eliminates costly ‘work arounds’ to problems that arise, and instead, allows teams to identify and limit defects by providing data-driven resolutions. Root cause analysis is a Six Sigma tool that is used often in a call center setting; it allows the team to go back and find the ‘root cause’ of a frequently occurring defect or problem in order to resolve it from the start.

While Six Sigma certified call center professionals are improving upon their own internal processes and collecting necessary data for other company-wide departments to use in perfecting their processes, they are also simultaneously putting in place safeguards to ensure that continuous workflow is continuously improved. In other words, once a process is perfected, everyone needs to work together as a Six Sigma team to ensure that the improvements continue indefinitely. The final stages of the Six Sigma DMAIC/DMADV processes are Control/Verify; both of which ensure that improvements made are both positive and continuous through the life of the process, or in some cases, the company itself.

Six Sigma is a methodology that utilizes statistical tools and concepts to identify variations or defects in a process.  An Accredited Six Sigma Certification in Call Centers indicates an individual has achieved a particular level of knowledge in the study and application of this methodology. This type of certification will make you a more valuable asset in any industry and enhance your career greatly.

Call centers are the customer service hubs of any small, medium or large volume company. They are the point of interaction with both satisfied and dissatisfied customers. The goal of the Six Sigma process is to find, diagnose, and fix errors or defects.

When Six Sigma methodologies are integrated into call center procedures, you end up with a statistically driven way of resolving issues quickly and efficiently as well as discovering metrics that can be taken back to production and then prevented before they start. Take out the defects to a sustainable 6 sigma level of perfection, or only 3.4 defects per million opportunities, and profits will soar. This increases both customer satisfaction and bottom-line profit… necessary measures of success for any thriving company.

Our Six Sigma in Call Centers programs are the same exceptional courses you will find in our standard Six Sigma programs while featuring customized videos that have been specially developed for the Call Centers industry.

Top 5 reasons to choose a Six Sigma Certification specializing in Call Center Customer Service:

Because the Six Sigma process both eliminates errors and improves quality, customers start to take notice and become loyal to the brand, knowing that they will always be able to get the best possible products at the lowest possible prices with the least possible hassle at every interaction. A specialty Call Center Six Sigma Certification will give your employees the practical tools to help increase customer loyalty. Call center employees are often the first point of contact between your company employees and customers in the digital age. It is imperative that your center resolves issues quickly and confidently as to not loose potential repeat customers.

Companies who utilize Six Sigma methods know the importance of quality, and the quality of their employees are at the top of the list. Six Sigma Certified Employees are a resource that companies are willing to invest in when it comes to improving their call center processes. This is why salaries of Six Sigma Certified individuals are on average, significantly more than their non-certified colleagues. When the leading companies of the world look to hire employees to improve their call center quality, they know that individuals who hold Six Sigma Certifications are invaluable resources – especially when their certification is rooted in Call Center specific methodologies.

Six Sigma improves the overall corporate culture within a company – including its Call Center. Because of the hierarchy of Six Sigma Certified individuals, everyone knows their role and expectations within the company – and exactly how teams need to work together to bring about positive changes within a company. As these teams reach both short term and long term goals, they form bonds that strengthen the overall company as a whole. Furthermore, as they start to see the results of their hard work (increased first-call resolution, decreased hold time, decreased cost of poor quality) the drive to continue to reach goals is fostered and rewarded. Six Sigma Certified individuals can seamlessly join Six Sigma Teams already working on projects, especially when their certification is rooted in perfecting call center processes.

The chief concern for Call Center professionals is satisfied customers; eliminating errors via the Six Sigma data-driven methodology is definitely a way to accomplish this. By identifying and limiting defects and errors at every point of a company’s interaction with customers – brand loyalty is earned and customers will return if they are confident in the capabilities of a Six Sigma-led organization. If an error slips through the cracks, it needs to be rectified immediately – this occurs in the call center. When call center employees are fully prepared with a robust plan for remedying errors, a customer feels more confident in placing repeat orders for products and or services.

The process of eliminating errors in products or services naturally leads to improved quality. Call centers hold important statistical data necessary for reducing the cost of poor quality; a Six Sigma Professional with a specialized call center training is needed to know exactly how to extract that data. Cost of poor quality includes the gap between the actual and desired quality of a product or service (cost of labor, rework, disposition, lost opportunity, and material/shipping costs). When Six Sigma informed professionals from the call center collect important data to share with other Six Sigma professionals company-wide, near-perfect quality is ultimately achieved while simultaneously decreasing costs.

Job Opportunities with Call Centers utilizing the Six Sigma Process:

An Accredited Six Sigma Certification is a valuable asset in today’s job market. A Six Sigma Certified professional is in high demand and is highly respected. With more Call Centers adopting Six Sigma methodology to improve customer satisfaction, certification can open career opportunities for positions all over the world.

 Our certifications have attracted the largest and most respected names for their Call Centers including Apple, Amazon, Walt Disney, Starbucks, Netflix, and many more.

 

AVERAGE SALARIES (COMPARISON):

Master Black Belt Certification (Price: $1795 USD)
Average Salary: $100,000 - 135,000 USD
Black Belt Certification (Price: $995 USD)
Average Salary: $95,000 - $110,000 USD
Green Belt Certification (Price: $395 USD)
Average Salary: $85,000
Yellow Belt Certification (Price: $195 USD)
Average Salary: $65,000
White Belt Certification (Free)
Avg. Salary: $42,000
Note: Just as any educational achievement, your career prospects of being Six Sigma Certified is extremely dependent on several factors. Location, previous experience, industry type, etc. all will play an enormous role. 

Overview of Six Sigma Certifications in Call Centers

We offer several different Six Sigma Certification and Lean Six Sigma Certification in Call Centers courses for your online Six Sigma training needs. Our courses include White Belt, Yellow Belt, Green Belt, Black Belt, and Master Black Belt Certification in Call Centers programs.

Our accredited training and certification programs in Call Centers provide for customized learning at every level to allow each individual a role in improving their organization’s processes. This multi-level approach fosters team unity and leads to each employee feeling more valued by the company.

The following Six Sigma Certification and Lean Six Sigma Certification in Call Centers options are available for our online Six Sigma training:

Six Sigma Certification in Call Centers Levels:

Six Sigma certification in the Call Centers field is similar to other professional courses, in that after meeting specified guidelines and following the required procedure, individuals are certified as capable of applying the knowledge in their respective field. There are several stages of the program and with each qualifying level, certain exam scores must be achieved.  These levels are designated in the same manner as a martial arts certification grade, ranging from White Belt (at the lowest level) to Master Black Belt (at the highest level):

WHITE BELT TRAINING AND CERTIFICATION IN CALL CENTERS PROGRAM

Six Sigma White Belt training is an ideal beginner level for those simply looking to understand the basics of Six Sigma. It works best for employees who are unfamiliar with Six Sigma and want to learn more about the methodology and how it can impact an organization.

For a limited time, we are providing free White Belt training and allowing the public to obtain an official Six Sigma White Belt Certification at no cost. As this service is being provided at no cost, please understand that we do not provide instructor or technical support for the Six Sigma White Belt training and certification. This “Six Sigma” Certification is also available in a “Lean Six Sigma” version.

black beltYELLOW BELT TRAINING AND CERTIFICATION IN CALL CENTERS PROGRAM

Our Yellow Belt course teaches the relationships between improving quality processes and an organization’s profitability. A certified Six Sigma Yellow Belt has received introductory training in the fundamentals of Six Sigma.

In this training and certification program, you will be trained to identify, monitor and control profit-eating practices within your own processes. You will also be prepared to feed such information to the Black Belts and Green Belts working on larger scale projects. This “Six Sigma” Certification is also available in a “Lean Six Sigma” version.

black beltGREEN BELT TRAINING AND CERTIFICATION IN CALL CENTERS PROGRAM

This course trains and certifies the employees that will directly participate in Six Sigma projects. Our training develops enhanced problem-solving skills and teaches you to apply statistical methods for process improvement.

Green Belt training is ideal for anyone looking to get the most out of their career. Improving the quality of processes and experiences has long been effective within all industries and environments. Employees trained in Six Sigma effectively improve customer satisfaction and consistently increase profitability.  Much of a Green Belt Certified individuals responsibilities are to manage small scale project while also supporting Black Belts in larger endeavors. This “Six Sigma” Certification is also available in a “Lean Six Sigma” version.

This course trains and certifies those who will lead Six Sigma efforts within the organization. A Six Sigma Black Belt Certification will drastically improve your employment opportunities. It not only certifies your knowledge of Six Sigma, but also your qualifications to lead efforts within the organization.

A certified Black Belt exhibits leadership qualities, understands team dynamics, and assigns all team members with roles and responsibilities. In this role, Black Belts also coach, develop, and advise the management and the employees to achieve common goals. This “Six Sigma” Certification is also available in a “Lean Six Sigma” version. 

black beltMASTER BLACK BELT TRAINING AND CERTIFICATION IN CALL CENTERS PROGRAM

This is an advanced level program that requires successful completion of our Black Belt Certification Program and several project requirements.  For those seeking this achievement, please refer to the bottom of our Black Belt Certification page. This “Six Sigma” Certification is also available in a “Lean Six Sigma” version.

Why Over 6 Million People Have Come to See What We Offer

As one of the most established and longest running providers in the industry for online Six Sigma Training & Certification, we have had millions of people just like you weighing our training against the competition.  Here are just a few reasons why many prospective training candidates who have performed their due-diligence have chosen to trust us with their educational needs. 

Fully Accredited

Not only is our organization accredited by The Council for Six Sigma Certification (the largest industry accreditation provider to colleges, universities, and private training organizations worldwide), but we also share some of the same original founders.  This speaks volumes to our heritage and our underlying commitment to quality education and consumer value. Many providers come and go, but we have remained a trusted industry pioneer.

Six Sigma Online was among the very first to offer online-based Six Sigma training and certification. Over 150,000 certified graduates from the Americas to Asia to the Middle East have trusted our accredited programs to enhance their careers.

Our clients range from multi-national corporations like Coca-Cola and BP to Government Organizations like the US Department of Defense.

Find out why we are the trusted choice today!

Unlike many Six Sigma Certification providers, we never put an expiration date on your certification.  

Many providers require renewals not so much to benefit their certified students, but instead to increase their own revenues.

This can be extremely lucrative for them as they force you to pay extra exorbitant costs over the course of your entire career.  Even worse, these costs are often hidden the details of the expiration in fine print.  It is not uncommon for a student to be shocked with this information only AFTER they have earned their achievement and see their final certificate.

Think about it… does a college degree come with an expiration date?  Neither should your Six Sigma Certification.

Rest assured that our training is well recognized in the business community and we take the needs of employers very seriously. Many other training providers certify their students without a serious attempt of teaching thorough and lasting fundamentals of Six Sigma business methodologies. Our programs were designed to offer the most flexibility while still retaining a rigorous course-load. Every Six Sigma course offered by the Aveta Business Institute is self-paced.

Our programs have been used throughout the world by some of the largest companies… our certifications are very well respected. Below is a short list of Six Sigma business clients that have benefited from having their employees enrolled into our online program:

  • Apple
  • Google
  • Microsoft
  • Facebook
  • Amazon
  • Coca-Cola
  • Samsung
  • Disney
  • State/Federal Government Agencies

Your life can become unexpectedly busy and stressful… we aren’t looking to make things even worse by imposing unrealistic deadlines. 

Since our courses are designed for individuals whose schedule demands a self-paced approach, you decide when to take your exams.  There is no “set” scheduled online class time (or date).  Our courses were designed to fit around your busy lifestyle.

Our students have 12 months from the time of payment to complete all of their certification requirements.  But again, our students are never  pressured to finish their program. Even if you require more than 1 year to complete your program, course extensions are always available before the deadline upon request from Customer Care (free of charge).

We offer the same quality Six Sigma training you will find at many top universities. 

However, many of these leading collegiate training providers have a problem.  They offer both classroom-based and online-based programs. 

Classroom-based training is much more expensive for these providers since they have to pay for facilities, full-time instructors, travel costs, etc.  When asked to justify the higher price, their only real justification is that since an instructor speaks to an entire class, you would have learned significantly more than if you would have read the same material yourself (even though U.S. Department of Defense studies have shown that online training proved to be more effective in courses of greater complexity than classroom-based instructor-led training).

Let us not also forget that in a classroom environment, students are rushed through their programs (and often not given a chance to absorb the material) due to strict time constraints.  Most importantly, students are not provided a way to easily reference the material later (it is only natural that students will forget pieces of what they have learned as time goes on).

This reasoning makes learning Six Sigma in an online environment HIGHLY preferable to classroom-based training.

In a perfect world, this shouldn’t matter since many respected colleges and universities also offer online courses.  Often, these colleges and universities keep their online prices inflated to help subsidize their classroom-based programs.  This is why you will see our same program sold for double or triple the price elsewhere.

We would much rather keep our prices honest and pass the savings directly to you.

Reviews & Testimonials:

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Originally developed by Bill Smith at Motorola in 1986, the Six Sigma Training program was created using some of the most innovative quality improvement methods from the preceding six decades. The term "Six Sigma" is derived from a field of statistics known as process capability. The term 6 Sigma refers to the ability of manufacturing processes to produce a very high proportion of output within specification. Processes that operate with "six sigma quality" over the short term are assumed to produce long-term defect levels below 3.4 defects per million opportunities. Six Sigma's goal is to improve overall processes to that level of quality or better.