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Purpose: This study explores the application of Lean Six Sigma methodologies to improve the business process in call center operations at XYZ Malaysia to enhance service quality and increase customer satisfaction. This study emphasizes the importance of adopting Lean Six Sigma. Research Methodology: This study employed a mixed-method approach that utilized both qualitative and quantitative data. Qualitative data explores challenges and customer satisfaction levels, while quantitative data assesses the impact of Lean Six Sigma on specific metrics used by the call center. Results: The study concludes that implementing Lean Six Sigma can significantly improve call center operations by mapping the current process, analyzing the challenges comprehensively, and generating possible root causes and solutions to help call center operations enhance efficiency, reduce AHT, and boost customer satisfaction. The findings suggest that Lean Six Sigma methodologies can provide a structured approach to problem-solving and process enhancement, enabling call centers to achieve higher performance standards. Recommendations for future research include expanding the scope to other languages supported by XYZ Malaysia and exploring the long-term impact of Lean Six Sigma on overall business performance. This study provides valuable insights for call center managers and practitioners seeking to improve their business operations. The findings underscore the potential of Lean Six Sigma to drive continuous improvement, ensuring that call center operations not only meet but also exceed customer expectations. Ultimately, this approach is expected to set new standards for customer care and call center management, particularly in the English-speaking market, contributing to XYZ Malaysia's vision of delivering outstanding customer experiences through exceptional service quality.
Andini et al. (Fri,) studied this question.