HealthPlanHealthCare_Aspect

52 figure 28

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Unformatted text preview: .......................... 52 Figure 28. Percentage of self-service contacts by contact channel ..................................... 53 Figure 29. Percentage of call centers that outsource .......................................................... 54 Figure 30. Percentage of calls/functions outsourced........................................................... 55 Figure 31. Industry performance matrix............................................................................... 71 Figure 32. Industries represented by call centers participating in Survey One .................... 77 © Copyright 2005 BenchmarkPortal, Inc. ii This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Table of Contents Figure 33. Satisfaction with present headset management system .....................................78 Figure 34. Reasons for purchasing new call center headsets..............................................79 Figure 35. Percentage of participants purchasing new headsets during the past year .............................................................................................................................80 Figure 36. Reasons for selection of the particular brand of headset purchased...................81 Figure 37. Percentage of call centers that measured call-handling statistics before and after implementation of headsets ...............................................................82 Figure 38. Headset training offered .....................................................................................83 Figure 39. Training offered on proper headset usage for monitoring of calls........................84 Figure 40. Percentage of call centers with centralized headset management......................85 Figure 41. Percentage replacement units on hand ..............................................................86 Figure 42. Respondents’ rating of their current headset service provider.............................87 Figure 43. Likelihood to recommend the brand they use to other call center professionals ...............................................................................................................88 Figure 44. Average price paid for a new wired headset .......................................................89 Figure 45. Average price per new wireless headset ............................................................90 Figure 46. Ratio of call centers that expense versus capitalize the cost of their headsets......................................................................................................................91 Figure 47. Most important factor in deciding which brand of headset to purchase ...............92 Figure 48. The sixteen key call center processes ..............................................................104 Figure 49. Example of Certificate of Center of Excellence awarded by Purdue University’s Center for Customer-Driven Quality. Signed by Dr. Jon A...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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