HealthPlanHealthCare_Aspect

Callers usually do not abandon unless they wait much

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: r our call center benchmark research. Callers are not easy to please. In fact, many respondents to post-call surveys simply do not give perfect scores. I suggest you add an open-ended question to your post-call survey that asks, “What is one thing we could have done better to improve your calling experience?” In working with call centers, I have found that this question results in many new ideas for improvement in call quality and delivery. Is there an industry standard for email and fax response times? And if so, what would it be? The answer depends on the industry. If you consider all industries, the answers are as follows: e-mail response time = 18 hours FAX response time = 6 hours Currently we have between 100 and 200 in the customer pipeline. Since we established our exclusive partnership relationship with Witness, the ECHO product/service has mushroomed. ECHO allows the customer to monitor and coach the agent…a unique concept that saves the call center tons of money. 129 Copyright © How many call centers use ECHO? 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 Question Answer From recent member discussions around customer satisfaction, first contact resolution, voice of the customer and more, it has been clear that members employ a wide variety of approaches/philosophies when it comes to the timing of customer/external measurement. Some advocate within 3 days as being sufficient to retrieve an accurate customer response, some longer and a few even suggest that real-time is the way to go. In my book entitled “Listening to the Voice of the Customer” your members will find a rich array of methods to obtain timely and accurate customer feedback regarding their contacts with the company’s inbound customer service contact center. As is so true of almost everything in life, “timing is everything”. And, with no exception, timing is critical in obtaining accurate customer feedback. We have developed the Every Customer Has Opinions (ECHO for short) survey system for caller, e-mail, and chat customer feedback. Our research shows that the less time that elapses between the customer “contact” and the time you ask for feedback, the better. Regardless of how you get the feedback, i.e., IVR, e-mail, chat-window, we recommend that it either be immediately after the contact, or never more than 24 hours later...the simple fact is...customers forget the details and their answers change with time...immediacy is critical for statistically, and emotionally accurate customer feedback. How did you come up with the number of 30 minimum To be statistically valid at a 95% level of confidence with completed surveys per rep to ensure statistical validity? an accuracy of plus/minus 5%, you need 360 completed surveys from a random sample of participants (in this case callers). If you're looking for statistically accurate feedback from callers at the a...
View Full Document

This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

Ask a homework question - tutors are online