HealthPlanHealthCare_Aspect

Copyright 151 2005 benchmarkportal inc this report is

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: this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Q & A Category: “Workforce Optimization” Question Answer 1) How many chat sessions must an agent conduct simultaneously in order to be cost-efficient? What are the recommendations to increase agent's productivity? 2) What are the most commonly uses of chat? e.g. assist customer during ordering process. 3) What is the average length of chat? It may differ by type of chat. 4) What is the percentage of chat sessions that are followed-up with a call to the contact center? 1a)How many chat sessions must an agent conduct simultaneously in order to be cost-efficient? At least three… 1b) What are the recommendations to increase agent's productivity? A list of standard answers to customer questions in the form of ready-to-go sentences and paragraphs. 2) What are the most commonly uses of chat? e.g. assist customer during ordering process. Assist Web-based customer service. Moving from selfservice attempts to agent-assisted Web-based service. 3) What is the average length of chat? It may differ by type of chat. Definitely different by type of chat, but in our benchmark, across industries, the average “length” of a chat session is 23 minutes. However, your agent is not bog down by this “seemingly” lengthy process as they are handling other customers in parallel. 4) What is the percentage of chat sessions that are followed-up with a call to the contact center? Only 14% of chat sessions are follow-up with a call to the center. Chat is proving to be a very efficient and useful channel for both the company and its customers. About the brokerage industry report, I do not understand how the reported average number of calls/shift/CSR is correct in comparison to the reported talk and wrap times. Often there is a discrepancy between these two metrics. The most plausible explanation is the “utilization” factor, namely what percent of the time that an agent is in their seat “ready” to handle phone calls, are they actually on the phone.” Are there any call centers that send all their employees to lunch at the same time? Though a delightful concept, this is VERY rare. Instead, in some centers, employees are allowed to select certain other employees that prefer to have lunch with so that the workforce management system can arrange for this luncheon timing. At one time we measured our agents by system time. Since we have moved to a Workforce Mgmt tool we now measure them by adherence to their schedule. This is the time that they are signed-in to ACD, available to take an inbound call while adhering to their actual scheduled shift times (start/stop, breaks, and lunch). What is the target measure for CSR Adherence in an inbound, order-entry call center? Great question…..from our experience with call centers, the target for adherence to assigned schedule is 95%. This key performance indicator (KPI) is mission critical to a call center that wishes to maintain an acceptable service level. © Copyright 2005 BenchmarkPortal, Inc. 152 This report is for internal Asp...
View Full Document

Ask a homework question - tutors are online