L2 Service Desk Analyst Decreases Team AHT by 4 Minutes in Just Four Months - Receives Green Belt Certification

Originally Published 5.27.2017

MAKATI CITY, Philippines - In February 2017, Heinrich Cuesta received his Lean Six Sigma Green Belt Certification after lowering their team's Average Call Handling Time (AHT) from 17 minutes to 13 minutes in just the duration of four months! 

"...for those who have ongoing projects please don’t give up, there will be a lot of frustration, convert that frustration into challenges, make sure to follow your timeline, and if there will be hindrance then improvise. POST IT’s are very useful..." Heinrich Cuesta, CSSGB
 
These four minutes that Hein was able to conserve allowed their team to handle more calls, thus helping them reach their SLA. 

Of course, we wanted to share the story behind such results. This is why, we conducted a one-on-one interview with Hein so that he may share the details and some words of encouragement for those who are currently planning or taking their Lean Six Sigma Certification - All you need to do is scroll down a little further, and all the details are there!

Go Ahead! Be inspired, Be awesome.

Q. What prompted you to take the Lean Six Sigma Workshop?
A. I already had an idea of what Lean Six Sigma was since 2009 and I always wanted to have the certification. I knew Lean Six Sigma Certification would give me a career boost and it did. The main reason why I opted to take the certification is the flawless process improvement method that Lean Six Sigma Caters to.

Q. What Prompted you to start your project?
A. I saw that our team had a big opportunity when it comes to our Average Handling Time and I knew that if we could lower it would have a big impact on our scorecard and SLA since lesser AHT would mean more calls would be answered.
 
Q. What was your project about?
A. My project was all about the reduction of the team’s Average Handling Time.

Q. What was it like for you, starting up and executing your own project?
A. It was tough because time was of the essence. It was hard for me to pull out agents and set meetings since we needed our agents to be on the phone most of the time.​

Q. What was the impact of your project on your company?
A. ​The result was remarkable, in 4 months’ time we were able to lessen our AHT from 17 mins to 13 mins.

Q. What was the impact of your project on your company?
A. ​Overall the impact was good, having our agents lessen their AHT gave us the opportunity to answer more calls hence helping us pass our SLA. For our SLA we needed to answer calls within 2 mins and 10 mins (2 SLAs).

"That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification,"- Rex Tuozo, “The Six Sigma Guy”

Q. What was the impact of being a certified Lean Six Sigma Green Belt on you as an individual / professional?
A. As an individual, being Lean Six Sigma Certified boosted my morale and confidence. It helped me gain respect and got me promoted. As a professional, the knowledge that I gained helped me solve problems within the team efficiently and in a timely manner.

Q. ​What would be your message to those who are currently taking/planning to take the Green Belt Program or those who are currently conducting their own projects?
A. Don’t hesitate to take the certification, for those who have ongoing projects please don’t give up, there will be a lot of frustration, convert that frustration into challenges, make sure to follow your timeline, and if there are hindrances then improvise. POST IT’s are very useful.

Q. Is there anything else that you'd like to share about your experience?
A. ​Get everybody in your team involved, when brainstorming, no answer or opinion is wrong or stupid…

To be certified in Lean Six Sigma, one has to complete an actual Lean Six Sigma project and apply process improvement tools, methodology, and techniques learned in class. "That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification," Tuozo said. "If you attend our Lean Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," Tuozo added.

"If you attend our Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," –Rex Tuozo, “The Six Sigma Guy"

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