HealthPlanHealthCare_Aspect

127 copyright we are considering software that would

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Unformatted text preview: arious Benchmarks (from any industry) of the distribution between customers using IVR vs. customers using a call center representative for payment with credit cards. In the US, the cross-industry benchmark for customers with “delinquent accounts” using IVR versus live agents to make payments with credit cards is as follows: 23% use IVR 77% talk to a live agent BTW, this is in contrast to the normal usage of IVR for self-service by customers, where on-average, 72% of all informational calls in consumer-product industries are handled by IVR self service. What percentage of companies in the consumer products industry and in the retail industry have their collections done through a call center? To whom do they report (finance / customer service / other)? What are the collections call center responsibilities? Thank you What percentage of companies in the consumer products industry and in the retail industry have their collections done through a call center? From our database, the answer is 87%. To whom do they report (finance / customer service / other)? Typically they report to finance. What are the collections call center responsibilities? Receive the details about delinquent customers. Input their phone numbers on an auto dialer. Trained agents talk to the customers about payment. Manage by “promises to pay.” © Copyright 2005 BenchmarkPortal, Inc. 128 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Q & A Category: “Caller Satisfaction Measurement” Question Answer According to you, can we measure customer satisfaction for debt recovery departments? This has been tried, but to no avail. Customer satisfaction in a collection call center is an elusive item and probably not worth measuring... Are there any best practices for determining caller satisfaction/completion rates from an IVR? For ex, if someone hangs up after we have given them a URL but before we explain an application process, should that be considered an abandon or a caller-satisfied metric? I have to hit a 20% caller satisfied within the IVR for a client, but there are disagreements as to determining an abandon versus a satisfied. Any information would be great. This is a tough, but common question. We are all trying to “make our numbers.” Specifically, if a customer hangs up after you give them a URL for self-service, you should consider this a caller satisfied metric, after all, he/she got what they need to know. Callers usually do not abandon unless they wait much too long, or they get some semblance of an answer. At our call center, we do monthly caller satisfaction surveys using a scale of 1 to 5, where 5 is a perfect score. No matter how hard we try, we are not able to get our percentage of perfect calls to go over 50%. Are we doing something wrong? How do others do in this performance category? Although your scores are slightly below average, your survey results mirro...
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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 University.

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