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Unformatted text preview: ect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report 2. Peer Group Benchmark Subscription Managers may want to a) see additional metrics that are specific to their sector; and b) know that the peer group is composed of their direct competitors. BenchmarkPortal is the trusted research organization that collects the additional data from all parties and produces the sector-specific report. ONLY anonymous and aggregate data are included as peer information in the reports. Recommended for: Operations that are part of an identifiable competitive peer sector and that have key performance metrics that are specific to that sector. For more information call 805.614.0123 Ext. 77. © Copyright 2005 BenchmarkPortal, Inc. 178 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing 3. Call Center Certification Contact center leaders who want their centers to be certified as a Center of Excellence have urged us to develop this program, which utilizes our database, expertise and proprietary performance indices. Recommended for: • All contact centers that strive to achieve maximum effectiveness and efficiency • Best practices organizations • Outsourcers • Multinationals wishing to instill best-practices globally For more information call: 805.614.0123 Ext. 61. Copyright © 179 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 4. Echo - Caller Satisfaction Measurement ‘Every Customer Has Opinions…even if no one asks’ BenchmarkPortal introduces Echo, the ultimate service improvement solution—a groundbreaking new approach for translating direct customer feedback into rich actionable business intelligence. Echo challenges the traditional approach to measuring and improving customer service. The status quo has consistently fallen short of delivering the kind of results that create and maintain loyal customers. Based on our research, we have taken the best practices of the most successful companies and incorporated them into a dynamic closed-loop approach that really delivers. Echo provides an all-in-one solution: • Scientifically-based customer feedback collection • Primary source for monitoring agent effectiveness • Service recovery, including post-recovery effectiveness measurement • Core cause determination and analysis • Effective, behavior-based agent coaching • Meaningful metrics to track results • Real-time Reporting • Business intelligence needed to make informed decisions © Copyright 2005 BenchmarkPortal, Inc. 180 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing The customer feedback collection component of Echo may be purchased as a standalone tool. However, we recommend the full Echo product as your ultimate service solution. We can help you develop and implement our revolutionary monitoring and coaching approach without loss...
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