HealthPlanHealthCare_Aspect

3 abandon rate should not exceed 3 for customer

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Unformatted text preview: effective, what's the return, impact on retention, etc? Particularly in the banking/financial sector. Many thanks. Outbound “welcome calls” are VERY effective in customer retention. This can be particularly true if there is some small bit of information that you can disseminate with the welcoming call. I have heard story after story about how welcoming a quick call can be to a brand new customer. Do financial service call centers handling business-to business calls have better performance metrics than those that handle consumer-to-business calls? One would certainly expect that business-to-business (B-to-B) customers in any industry would receive measurably better call handling than consumer-tobusiness (C-to-B) callers. In financial services (i.e., banks and brokerages), the performance is mixed at best. Average time in queue is higher for B-to-B callers and the percent of “once and done” calls is lower for Bto-B. By contrast, average talk time is more than double for B-to-B, but makes sense since the transactions are bigger and relationship building is more important. Strangely though, caller satisfaction is lower for B-to-B callers and this certainly indicates room for improvement in financial services. © Copyright 2005 BenchmarkPortal, Inc. 142 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 Question Answer Does benchmarking exist for cross-selling/up-selling success rates in inbound call centers? Yes, we have data on cross-selling and up-selling success rates for inbound call centers. PLUS, we could launch a simple one-minute survey with questions more tuned to your information requirements. Do you have any information regarding industry best practice for the level of redundancy required within an enterprise call center? I'm speaking of the number of generators required, length of battery time, A/C systems, etc. From our research, electrical power redundancy depends on several factors: 1. How mission critical is the call center...i.e., order taking is consider much more mission critical than post sales support? 2. Does the company have more than one call center so that a “downed” center can forward calls to other company sites with trained agents? 3. Does the company subscribe to an in-place “disaster recovery” (also known as “business recovery”) strategy, namely, do they contract a third-party outsourcing company to have excess staff available in the case of a power failure, or fire, or “the flue”, or a flood, or hurricane...and the like?? Depending on the answers to the above questions, some companies have a minimum investment in power back-up, UPS systems, etc. The flip of this is that you will not find ANY contact center with over 100 agents that does not have as a minimum a 2-hour battery back up, or a complete diesel power generating unit...the price for this equipment has become so reasonable that it would be irresponsible to not make at least that level of investment. What method do you use to measure input/output efficiency? How do you define the...
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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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