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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%
11.76% 48.63% 67.74% 2.89% Caller Satisfaction Measurement Best of
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
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%
72.70% 29. How do you compensate your agents?
Base salary per year only
Average hourly wage for front-line agents. $26,520
$13.63 $42,747 $42,781 $69,860 $71,506 273.18 243.94 $10,482 $7,564 7.35%
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?
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)?
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)
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.
- Fall '08