HealthPlanHealthCare_Aspect

Finding the average annual turnover of full time

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Unformatted text preview: he course of a year as a percentage of the total number of agents working during that same period, and is a major cost and quality factor for call centers across All Industries. Using exit interviews to determine the causes of turnover, and thereby gaining insight into controllable factors that can result in reduced turnover, is a best practice process that all call centers should use. Copyright © 45 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 Cost to Hire a New Agent $10,482 $10,000 $7,564 New Hire Costs $8,000 $6,000 $4,000 $2,000 $0 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 21. Hiring cost of a new agent (agent) Question: How much does it cost you to bring on a new agent (add recruiting, screening, training, etc.)? Finding: The Best of Health-Plan/Health-Care Industry spend 28% less than the Health-Plan/Health-Care Industry Average for new-hire recruiting, screening, and training. Interpretation: With a 29.58% annual turnover rate of full-time inbound agents (see previous figure), call centers in the Health-Plan/Health-Care Industry average an expense of over $874 thousand dollars per year just to hire and train replacement agents. An excellent book on this topic, “Minimizing Agent Turnover” by Dr. Jon Anton and Anita Rockwell, is available on our Web site at: <www.benchmarkportal.com/store>. © Copyright 2005 BenchmarkPortal, Inc. 46 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 Length of Time to Train New Agent 280 273.2 243.9 Training Time in Hours 240 200 160 120 80 40 0 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 22. Length of new-hire training period Question: What is the average length (in hours) of your initial, new-hire training period for agents? Finding: The Best of Health-Plan/Health-Care Industry devotes 11% fewer hours than the Health-Plan/Health-Care Industry Average to newhire training. Interpretation: The length of time call centers devote to the training of their newhire agents is an indication of the emphasis that they place upon efficiency of call handling, quality of service, and caller satisfaction. It can also be a reflection of the effectiveness of their new-hire training program. Copyright © 47 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 Percent of Call Centers Where Agents are Represented by a Labor Union Percent Labor Union Representation 20% 16.7% 15% 10% 7.4% 5% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 23. Agent labor union representation Question: Are your agents represented by a labor union? Finding: Ab...
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