Theory of constraints boosts call center customer service, operational efficiency
Theory Of Constraints
- To combat high levels of customer dissatisfaction, staff turnover and operational ineffi ciencies, call centers can benefi t from using the theory of constraints (TOC).
- TOC is a management method that helps call centers reduce waste, and identify and resolve bottlenecks that prevent them from
Identify the system’s constraints
Decide how to exploit the constraint.
Subordinate the whole system to the
Alleviate the bottleneck.
Reevaluate the constraint.