HealthPlanHealthCare_Aspect

Copyright 139 2005 benchmarkportal inc this report is

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Unformatted text preview: andard for email and fax response times? And if so, what would it be? Peter, 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 Does having a centralized reporting and management Definitely. A number of vendors offer powerful analytics system impact any call center performance metrics? that can convert caller data into executive information quickly and efficiently. A sample of some of the leaders in analytical software for call centers and tele-web centers include E.piphany, Broadbase, Hyperion, Oracle, PeopleSoft/Vantive, Siebel, and Visionyze. With proper reporting feedback and root-cause analysis, these systems can, at a minimum, improve the following metrics: average talk time, after-call work time, adherence to schedule, sales per agent per shift and caller satisfaction. Does having a centralized reporting and management Definitely. A number of vendors offer powerful analytics system impact any call center performance metrics? that can convert caller data into executive information quickly and efficiently. A sample of some of the leaders in analytical software for call centers and tele-web centers include E.piphany, Broadbase, Hyperion, Oracle, PeopleSoft/Vantive, Siebel, and Visionyze. With proper reporting feedback and root-cause analysis, these systems can, at a minimum, improve the following metrics: average talk time, after-call work time, adherence to schedule, sales per agent per shift and caller satisfaction. I manage an internal technical support help desk at my company. I noticed that you report first call resolution 'once and done' or 'first time final' (meaning the caller is not transferred or called back) for call centers to be as high as 85%. Is this a meaningful performance measure for technical support centers? No. Many technical support issues require off-line research and investigation. Your type of call center is more likely to track same day resolution vs. first call resolution. Our data show that on average, same day resolution is seldom higher than 80%. Should a contact center's expense ratio to sales increase variable to sales, semi variable or remain fixed? A contact center’s expense ratio to sales increase varies directly with sales. Do you have metrics or percentages for types of calls? Here are some metrics for the requested calls: For example, inquiry: asking for an account balance, or, transaction: a purchase or balance transfer. Metric % AHT ACWT FTF Call type Inquiry 55 3.6 Order taking 20 2.5 Order tracking 5 1.4 Technical support 10 8.9 Complaint 5 11.6 Routing 5 1.1 2.2 1.1 0 3.4 4.8 0 85 92 89 52 23 95 AHT = Average Handle Time ACWT = Average After Call Work Time FTF = First Time Final © Copyright 2005 BenchmarkPortal, Inc. 140 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer What are some of the more popular “unit cost” metrics I have seen many worthwhil...
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