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Chapter 7 best practices in headset management in

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Unformatted text preview: urchase price. The purchase price accounts for only half of the costs over time. Repairs, spare parts, shrinkage, mismanaged inventories, and warranties comprise the remainder of the expenses. Identify all costs up front so you have a complete picture of your financial investment. • Seventy-one percent of respondents to Survey Two indicate that their call centers consider headset and related purchases as expense items, rather than capitalized items. • Almost 90% of call centers in Survey Two report that they spend less than $5,000 per year on headset repair/replacement. • Of the call centers who responded to Survey Two, 71% reported that they pay between $51 - $150 per new wired headset. • Only 34.5% of the call centers that responded to Survey Two indicate that they use wireless headsets. Of this group, over 90% indicate that they pay between $101 to more than $200 per wireless unit. • It is considered best practice to maintain a separate budget for headset repair and replacements. Expenses are more easily monitored and managed this way. • Best practice is to secure a service guarantee from the headset distributor that promises to send out a replacement headset before receiving the damaged unit. • Best practice is to turn in damaged, out-of-warranty headsets for a credit towards the purchase of new units. Agent Training in Headset Usage, Care, and Hygiene • While the number of call centers that provide agents training on headset cleaning and hygiene, proper storage, and usage was disappointingly low, best in practice centers provide this education in initial training. Further, during the cold and flu season, these centers offer agents e-mail refreshers on headset cleaning and hygiene. • Best in practice centers advise agents returning from sick leave to turn in their headset for a refurbished, clean unit. The headsets that are turned in are sprayed Copyright © 97 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 with an antiseptic and thoroughly cleaned with alcohol wipes before being reassigned. • Some best in practice centers offer agents replacement earmuffs and alcohol wipes for a nominal fee via vending machines within the call center. • One best practice center cut cost on disinfectant wipes by discontinuing their use of pre-packaged ones in favor of “home made” wipes. Call center leaders purchase in bulk Kimberly Clark paper towels and Top Job industrial-use antibacterial powder. Leaders then make their own disinfectant wipes for a fraction of what they had been paying for the ready-made ones. • Another best practice is to provide agents headset pouches for storage when their headsets are not in use (overnight and throughout extended time away from the call center). These pouches are then stored in locked file drawers, lockers, or cabinets. This practice not only reduces the risk of spreading germs and infections but also protects units from damage...
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