HealthPlanHealthCare_Aspect

21 what are your outbound performance metrics cost

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Unformatted text preview: is strictly forbidden. Chapter 5: Detailed Benchmark Results of the Health-Plan/Health-Care Industry Health-Plan/ Health-Care Industry Average 59.09% 40.91% 88.24% 11.76% 48.63% 67.74% 2.89% Caller Satisfaction Measurement Best of Health-Plan/ Health-Care Industry Average 0.04% 23. Does your call center have a formal process to collect the caller's satisfaction regarding their experience with how their call was handled? DO have Formal Mechanism Do NOT have Formal Mechanism 24. On average, in the past 90 days what percentage of your callers gave you a perfect score on the question, “Overall, how satisfied were you with the service you received during your call to our center?” 25. On average in the past 90 days, what percentage of your callers gave you the lowest score on the question, "Overall, how satisfied were you with the service you received during your call to our center?" Copyright © 63 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average 17.77 19.53 29.58% 27.34% 28. As a percentage of total turnover, how does this breakdown into the following two categories? Turnover due to promotions All Other Turnoner 16.32% 71.71% 27.30% 72.70% 29. How do you compensate your agents? Base salary per year only Average hourly wage for front-line agents. $26,520 $13.08 $26,764 $13.63 $42,747 $42,781 $69,860 $71,506 273.18 243.94 $10,482 $7,564 7.35% 92.65% 16.67% 83.33% 7.68% 12.00% Human Resource Measurement 26. What is the ratio of TSRs to supervisors (span of control)? Agents per supervisor 27. What is the annual percentage turnover of your full-time agents? Annual Turnover 30. What is the average annual salary of your supervisors? 31. What is the average annual salary of your call center manager? 32. What is the average length (in hours) of your initial, new-hire training period for agents? 33. How much does it cost you to bring on a new agent? (Add recruiting, screening, training, etc. Please, include all costs.) 34. Are your TSRs represented by a labor union? Yes No 35. What percentage of your total call volume is handled by part-time agents? © Copyright 2005 BenchmarkPortal, Inc. 64 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 5: Detailed Benchmark Results of the Health-Plan/Health-Care Industry Health-Plan/ Health-Care Industry Average 36. Is the call center integrated with other customer access channels and touchpoints (for instance, e-mail, Web site, and FAX)? Yes No 37. On the Internet, which features does your Web site offer? Your call center’s 1-800 number A self-service option (e.g., a static FAQ section) An automatic “call-back” button (using a separate phone line) E-mail access Voice over IP, or Internet call (allowing the TSR to talk to the caller through the Internet phone line). Instant Messaging (chat capabilities) 78.57...
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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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