Can you help me with this, please?

Using the six sigma DMAIC roadmap, complete an improvement plan to show how each six sigma phase could solve the issue below and please complete Project Charter

ISSUE: ABC Company Limited, a small financial service company that specializes in micro and small business loans, partner plans and saving accounts, that is challenged with a deterioration in their customer service performance and must improve their overall customer service rating to remain viable. CSAT scores for the ABC Company Ltd Customer Care department have declined and as a result, has been missing target consistently for the past seven (7) months. The current CSAT scores for the company has been trending 40% below target of 95%, (i.e 55% - 56% on average). This decline has cost the company over $1.5 million per month in overtime, contractor labor, and rework costs. A Customer Satisfaction survey was commissioned and the results showed where customers were generally unhappy due to lengthy wait times, unnecessary transfers and unresolved issues. Additionally, an analysis conducted by JW consultancy Inc. showed that an investment in proper customer service training, revising current KPI targets and implementing additional knowledge resources would significantly improve CSAT scores by at least 30% within the first 2 weeks of implementation. Achieving this level of performance would also increase profits margins by $25 million per year and improve overall brand loyalty and customer retention. The Customer Care heads have decided to form a project team, and use Lean Six Sigma and the DMAIC methodology to improve their Customer Service, by putting the "Service" back in "Customer Service."

Company: ABC Company Limited Company

Size: 90 employees, 5 Branches

Customer Base: 4000 Customers

Stake Holders: Customer Service Department 50 employees (30 cc agents, 4 team managers, 3 Quality analyst, 4 senior managers, 3 WFM Analyst)

Industry: Financial Services

Products: Small Loans, Partner Plans, Savings Accounts

Below is the current situation on performance.

KPI	Target	Actual	Variance
CSAT	95%	55%	-40%
First Call Resolution	90%	40%	-50%
Wait Time in Queue	<=1 Minute	20 Minutes	19
Hold Time (Mins)	<=1 Minute	7 Minutes	6
Handle Time (Mins)	<=5 Minute	17 Minutes	12

Below is a break down of call queue situation, there are 3 main queues each having 10 dedicated singled skilled agents. problem is sometimes one que has agents available while another have alot of calls waiting.

	Product Support Agents 10	General Support Agents 10	Tier 1 Escalations Agents 10
Agents Available	0	2	0
Agents On Call	10	8	10
Calsl In Queue	3	0	5
Wait Time	0:08	0:01	0:14
Handle Time	0:11	0:06	0:18
Hold Time	0:05	0:03	0:07