HealthPlanHealthCare_Aspect

7 15 10 74 5 0 health plan health care industry

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Unformatted text preview: out one out-of-every fourteen call centers in the HealthPlan/Health-Care Industry sector report that their agents are represented by labor unions. It is interesting to note that one out-ofevery six call centers in the Best of Health-Plan/Health-Care Industry have labor union representation for their agents. Interpretation: Call centers without labor union representation for their agents have greater flexibility to continually adapt their business models to better serve the evolving needs of their customer base and to remain competitive to changing market forces. © Copyright 2005 BenchmarkPortal, Inc. 48 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 4: Health-Plan/Health-Care Industry Highlights Call Volume Handled by Part Time Agents 15% 12.0% Percentage of Call Volume 12% 9% 7.7% 6% 3% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 24. Call volume handled by part-time agents Question: What percentage of your total call volume is handled by part-time agents? Finding: Almost eight percent, or about 268 thousand inbound calls per year for the average call center, are handled by part-time agents in the Health-Plan/Health-Care Industry sector. The Best of HealthPlan/Health-Care Industry average call volume handled by part time agents is about 533 thousand calls annually. Interpretation: The use of part-time agents for peak periods, as seasonal offset staffing, and for other scheduling and call flow balancing reasons makes good economic sense and opens up an additional labor pool to offset turnover. Parents with school-age children, retirees, and college students comprise the bulk of this valuable labor pool. Copyright © 49 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 Section Six: Process and Knowledge In this section, we graphically depict the answers that call center managers gave to questions related to Process and Knowledge. Percentage of Call Centers Integrated with Other Customer-Access Channels and Touch-Points 100% 83.3% 78.6% 80% 60% 40% 20% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 25. Call centers integrated with other customer-access channels and touch points Question: Is the call center integrated with other customer-access channels and touch-points (for instance, e-mail, Web site, and FAX)? Finding: About eight out-of-every ten call centers in the across the entire Health-Plan/Health-Care Industry are integrated with multiple customer-access channels and touch-points. Interpretation: Today’s customers expect more from companies than in the past. With most businesses and many consumers having Internet access, e-mail and Web site access have become a preferred alternative to phone calls (with the attendant prospect of being put on hold)...
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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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