HealthPlanHealthCare_Aspect

Finding the average speed of answer asa for the best

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Unformatted text preview: for the Best of HealthPlan/Health-Care Industry is 34% faster than the HealthPlan/Health-Care Industry Average. Interpretation: Average speed of answer is equal to the total time in queue divided by the total number of calls answered. This includes both technology-handled calls as well as live agent calls. This data is available from the ACD. Average speed of answer is directly tied to service level. Best practices goals for ASA is to answer the call th within the first twenty seconds (before the 4 ring). Copyright © 35 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 Average Call Handle Time 8.0 6.73 5.72 Handle Time in Minutes 6.0 4.0 2.0 0.0 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 11. Average call handle time Question: What is your average call handle time in minutes? Finding: The Health-Plan/Health-Care Industry average call handle time is 18% longer than the Best of Health-Plan/Health-Care Industry average handle time. Interpretation: Average handle time (AHT), a key performance indicator or metric (KPI), is an internal metric that is the sum of talk time, hold time, and after call work time. AHT is one of the most closely watched metrics in a call center as an indicator of an agent’s skill and productivity. © Copyright 2005 BenchmarkPortal, Inc. 36 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 Average Abandon Rate 5.0% Abandon Rate Percentage 4.0% 4.06% 3.80% 3.0% 2.0% 1.0% 0.0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 12. Average abandon rate Question: What is your average abandon rate in percent? Finding: The average abandon rate for the entire Health-Plan/Health-Care Industry is about 4%. Interpretation: Abandon rate is an internal metric of all calls that get connected to the call center but are disconnected by the caller before reaching an agent, automated self-service system, outbound trunk, or information announcement. The abandon rate is the percentage of calls that are abandoned compared to calls received. Our research shows abandon rate as the number one most closely watched performance measure that call center managers use to determine their call center performance. Copyright © 37 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 Calls Closed on First Call 100% 87.01% 77.49% Percentage of Calls Closed 80% 60% 40% 20% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 13. Percent of calls closed on first call Question: What is your percentage of calls closed on first c...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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