testandlearn-bestpractices,llc.pptVIP

Stephanie Denny SVP Inbound Channel Sales Manager Bank of America Card Services Test Learn as a Tool to Optimize Call Center Performance * Test and Learn:The Practical Use of a Six Sigma Tool Opportunity: Optimize the sales process in our Credit Card Customer Service call centers Challenge: Use the same “test and learn” discipline in the inbound call channel as we do in direct mail marketing *  Direct mail measures everything Offer, message, creative and response rates Uses a Champion-Challenger approach to continually improve response rates It uses a disciplined process of measurement