HealthPlanHealthCare_Aspect

Chapter 4 health planhealth care industry highlights

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Unformatted text preview: e is completed through self-service channels (e.g., IVR, Web site, Fax-back, E-mail, Kiosk, Other)? Finding: Self-service via the IVR constitutes over one-half of the automated self-service transactions, with Web site and E-mail self-service activity at 7% and 4% respectively. Interpretation: Across the entire call center industry, IVR self-service is still the most preferred option, especially when combined with an automated speech recognition system. Our research has revealed a steady growth trend in the percentage of customer self-service usage distributed across multiple contact channels for all industry sectors. Copyright © 53 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 Seven: Outsourcing In this section, we graphically depict the answers that call center managers gave to questions related to Outsourcing. Percentage of Call Centers that Outsource their Calls/Functions 37.50% 40% 30% 18.18% 20% 10% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 29. Percentage of call centers that outsource Question: Does your center outsource any calls or functions? Finding: Across the Best of Health-Plan/Health-Care Industry, about threeeighths of the call centers outsource their calls/functions, which is more than double the average percentage of call centers that outsource across the entire Health-Plan/Health-Care Industry. Interpretation: Given the highly competitive nature of the Health-Plan/Health-Care Industry, outsourcing presents some tempting cost reduction alternatives. For some excellent books on outsourcing, visit our Web site at <www.benchmarkportal.com/store>. © Copyright 2005 BenchmarkPortal, Inc. 54 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 Percentage of Calls/Functions Outsourced Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Percentage of Calls/Functions 15% 12% 10.00% 9% 6.42% 6.00% 6% 4.17% 3% 0% Percent outsourced calls (inbound) Percent outsourced calls (outbound) Figure 30. Percentage of calls/functions outsourced Question: What percentage of your total calls/functions do you outsource? Finding: The Best of Health-Plan/Health-Care Industry call centers outsource one out-of-every ten of their outbound calls/functions, in contrast to about one out-of-every twenty-five outbound calls/functions outsourced across the entire Health-Plan/HealthCare Industry. Interpretation: Our research indicates that contact center outsourcing alliances, both domestically and offshore, will increase across all industries as more companies seek to control costs without sacrificing quality or customer satisfaction. For some excellent books on outsourcing, visit our Web site at <www.benchmarkportal.com/store>. Copyright © 55 2005 Bench...
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