HealthPlanHealthCare_Aspect

00 6600 calculated cost per call in 683 472 bottom

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Unformatted text preview: Percent 60.00 83.16 80% Calls Handled in xx Seconds 60.00 33.59 Calculated Center Cost per Minute in $ 72.50 56.64 Average Time in Queue in Seconds NA 27.28 Adherence to Schedule in Percent 72.00 89.08 Calls Blocked in Percent 0.00 1.33 Average Agent Attendance in Percent 75.00 89.08 Calls Opting Out of the IVR in Percent 17.00 54.00 Auxiliary Time in Percent 12.00 6.00 Avg Time Before Abandoning in Seconds 71.00 57.68 Agents/Supervisor Ratio 12.00 10.94 * Represents a Normalized Value. ^ Represents an out of range value. N/A Represents Data Not Available. © BenchmarkPortal, Inc. Patented 2005 TM In-Depth Realit yCheck Figure 51. Balanced Scorecard It is noteworthy to point out that the In-Depth RealityCheck™ survey is designed to collect fundamental, industry-wide performance contact center metrics used to compare contact centers of similar characteristics (e.g., annual call volume, agent staffing size, human resources, customer satisfaction measurement, operating budget size, call-types handled, etc.). It is intended for inbound customer contact center operations encompassing a wide range of contact center key performance indicators. Contact centers managers will find ample grounds for peer group and best-in-class comparison. The survey includes slightly over 40 questions that cover: • • • © Copyright Classification Costs Human Resources • • • 2005 BenchmarkPortal, Inc. 114 Performance Measurement Satisfaction Measurement Support Center Strategy This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 9: Benchmarking Methodology: A Case Study T he In-Depth RealityCheck ™ I nbound Performance Comparison Report The next drill-down report is called the Peer Group Comparison Report. A partial listing of this report is shown in the table below, as follows: Inbound Performance Comparisons Your Response Peer Group Average Average speed of answer in seconds 34.00 Average talk time in minutes (includes hold time) 3.75 Average after call work time in minutes Average time in queue in seconds Your Gap Industry Average Your Gap 24.78 -9.22 33.45 -0.55 3.22 -0.53 4.23 -0.48 2.10 Average Time-Based Metrics: 0.65 -1.45 0.98 -1.12 Left Blank 24.89 N/A 27.28 N/A Average time before abandoning in seconds 71.00 62.17 -8.83 57.68 -13.32 Average caller hold time in seconds while connected to an agent 25.00 7.50 -17.50 45.00 -20.00 -2.28% Average Percentage-Based Metrics: Average abandoned in percent 7.00% 4.29% -2.71% 4.72% Calls resolved on first call in percent 65.00% 77.30% -12.30% 68.41% -3.41% Agent occupancy in percent 60.00% 83.16% -23.16% 79.22% -19.22% Adherence to schedule in percent 72.00% 89.01% -17.01% 84.18% -12.18% Average attendance in percent 75.00% 90.39% -15.39% 89.08% -14.08% Average Auxiliary (Aux) Time in percent 12.00% 5.00% -7.00% 9.00% -3.00% Average Utilization in percent 72.00% 89.00% -17.00% 89.00% -17.00% © BenchmarkPortal, Inc. Figure 52. Inbound Performance Comparisons The In-Depth RealityCheck™ report shows the call c...
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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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