HealthPlanHealthCare_Aspect

435 0 10 20 30 40 50 figure 33 satisfaction

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Unformatted text preview: t system, they did not claim that their headset management system worked for them to their complete satisfaction. In fact, only 4.35% responded that they were 100% satisfied with their headset management system and that they have a system that other call centers could learn and benefit from. This small group would be regarded as having a “world-class” headset management system. © Copyright 2005 BenchmarkPortal, Inc. 78 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 7: Best Practices in Headset Management in Call Centers Why did you purchase new call center headsets? GROWTH ISSUES:_____________ Increase in agent headcount 50% Seasonal headcount Increase 20% New call center 20% Call Center expansion 10% MAINTENANCE ISSUES:_________ Replacement of old H/S 74% Maintenance costs better value 26% TECHNOLOGY ISSUES:__________ New phone system 64% Upgrade to new technology 36% OTHER ISSUES:________________ Stock replacement inventory 33% Enable mobiity of agents 17% Use up budget funds 17% New management influence 17% 0% 10% 20% 30% 40% 50% 60% 70% 80% Figure 34. Reasons for purchasing new call center headsets Question: Why did you purchase new call center headsets? Findings: Of the reasons for purchasing new call center headsets stated above, the most revealing finding is that 26% of the respondents indicated that the new headsets represented a better value with respect to maintenance costs. All other reasons for purchasing new headsets were to satisfy other needs such as growth, compatibility with new systems or technology, stock replacement, using up budgetary funds, etc. Interpretation: Maintenance costs of older headsets increase over time, reaching the point where purchasing newer headsets actually is more cost effective than continuing to repair them or replace them with refurbished units. Copyright © 79 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 Were the headsets you purchased this past year new or used? NEW 83% USED 17% Figure 35. Percentage of participants purchasing new headsets during the past year Question: Were the headsets you purchased for your call center during this past year new or used? Finding: Although all survey respondents indicated that they had purchased headsets for their call centers during the past year, one-sixth reported that they purchased used headsets rather than new ones. Interpretation: While purchasing used headsets will be less costly than new headsets initially, the ongoing cost of repair and replacement is likely to offset, if not exceed the difference in cost over time. In addition, more frequent replacement of agent headsets, with the accompanying loss of agent productivity that is inevitable while the unit is being replaced, adds to the total cost of headset management. © Copyright 2005 BenchmarkPortal, Inc. 80 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 7: Best...
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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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