HealthPlanHealthCare_Aspect

Finding across the board the overwhelming majority of

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Unformatted text preview: ortal, 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 On average, what is the percentage of replacement units on hand? NEW 30% REFURBISHED 55% NONE 15% Figure 41. Percentage replacement units on hand Question: On average, what is the percentage of headsets on hand? Finding: Survey respondents reported that, on average, they maintain an onhand inventory of 30% new and 55% of refurbished headsets. However, 15% of the centers reported no on-hand headset inventory. Interpretation: Prudent headset management dictates that call centers should maintain an on-hand inventory of headsets, both for immediate replacement of defective headsets as well as for short-term growth in agent staffing. Centers with no on-hand replacement headsets are bound to experience loss of agent productivity while awaiting delivery of replacement headsets, even if they use overnight or express delivery service from their headset supplier. © Copyright 2005 BenchmarkPortal, Inc. 86 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 7: Best Practices in Headset Management in Call Centers How would you rate the service you are getting from your current headset service provider? Excellent 39% Good 57% Poor 4% Figure 42. Respondents’ rating of their current headset service provider Question: How would you rate the service you are getting from your current headset service provider? Finding: Nearly all respondents rated their headset service provider “Good” to “Excellent” with respect to the service they are getting, with only 4% giving their service provider a “Poor” rating. Interpretation: With so many headset service providers to choose from, there is no reason for a call center to continue to use a poor service provider. Copyright © 87 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 What is the likelihood you would recommend the brand you use to other call center professionals? 50% 43.5% 40% 34.8% 30% 17.4% 20% 10% 4.3% 0.0% ab so lu te ly no t lik el y W ou l d N ot ik el y lik el y ha tl So m ew Ex tr em el y Ve ry lik el y 0% Figure 43. Likelihood to recommend the brand they use to other call center professionals Question: What is the likelihood you would recommend the brand you use to other call center professionals? Finding: Over 95% of the call center managers surveyed indicated that they were likely to recommend the brand of headset they use to other call center professionals, with the percentage that are extremely likely at 43.5%. Interpretation: It seems that most call centers are satisfied with the brand of headset they use to the extent that they are at least somewhat likely to recommend the brand to others. The differentiating element in headset choice is service provider support rather than brand, as reporte...
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