HealthPlanHealthCare_Aspect

Chapter 4 health planhealth care industry highlights

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Unformatted text preview: 48.6% 40% 20% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 18. Percent perfect customer satisfaction perfect scores Question: 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?” Finding: The Best of Health-Plan/Health-Care Industry Average is 39% better than the Health-Plan/Health-Care Industry Average in perfect customer satisfaction scores given within the past 90 days. Interpretation: The best metric to be used for measuring the “true” level of customer satisfaction is the percentage of customers/callers who give a perfect score, provided that a valid statistical sample is taken. Copyright © 43 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 Percentage of Callers that gave the Lowest Score for Customer Satisfaction within the past 90 days 10% Percentage of All Calls 8% 6% 4% 2.89% 2% 0.04% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 19. Percent lowest scores for customer satisfaction Question: 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?" Finding: The Best of Health-Plan/Health-Care Industry is significantly lower than the Health-Plan/Health-Care Industry Average for percentage of their customers surveyed that awarded their call center with the lowest customer satisfaction score. Interpretation: Tracking lowest scores is the flip side of collecting perfect customer satisfaction scores, and essential to the quality monitoring process of a call center. The next step is to classify these calls by category/agent, and feed the results into the agent coaching and training process to remedy the root causes. © Copyright 2005 BenchmarkPortal, Inc. 44 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 Section Five: Human Resource Management In this section, we graphically depict the answers that call center managers gave to questions related to Human Resource Management. Annual Turnover of Full-Time Agent Staff 29.58% 30% 27.34% Annual Turnover Percentage 25% 20% 15% 10% 5% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 20. Annual full-time Agent turnover rate for the Health-Plan/Health-Care Industry Question: What is the annual percentage turnover of your full-time Agents? Finding: The average annual turnover of full-time agents in the HealthPlan/Health-Care Industry ranges from 27% to 30%. Interpretation: Turnover is the number of agents who left in t...
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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 University-West Lafayette.

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