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Unformatted text preview: reas, it is difficult, if not impossible,
to properly manage headsets and costs associated with their upkeep
and maintenance, which inevitably leads to higher breakdown and
failure of headsets, and greater headset management costs. Copyright © 83 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 Does your center offer any of the following training on proper
headset usage for monitoring of calls? Training on wireless
monitoring 63.64% Training on double
jacking for side-by-side
monitoring 56.00% 52% 54% 56% 58% 60% 62% 64% 66% Figure 39. Training offered on proper headset usage for monitoring of calls
Question: Does your center offer any of the following training on proper
headset usage for monitoring of calls?
• Training on wireless monitoring procedures • Training on double-jacking procedures for side-by-side
monitoring Finding: About five-out-of-eight call centers surveyed that use wireless
headsets offer training on proper wireless headset monitoring
procedures, but only slightly more than one-out-of-two center offer
procedural training on double-jacking for side-by-side monitoring. Interpretation: Improper usage of headsets for monitoring can result in unintended
and undesirable consequences such as lost calls or interruption of
calls, both of which produce customer irritation and dissatisfaction.
Centers that train their agents, supervisors, and quality staff in the
proper usage of headsets, both wireless and wired, for call
monitoring are engaging in best-practices for headset management. © Copyright 2005 BenchmarkPortal, Inc. 84 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 Storage/Logistics Management
NO Are full unit H/S replacements
managed by a centralized
inventory? Are spare H/S parts (ear
cushions, voice tubes, cords,
etc.) managed by a centralized
inventory? Does your center have a
centralized location for storage
and maintenance of H/S? 0.00% YES 86.96%
8.70% 20.00% 40.00% 60.00% 80.00% 100.00% Figure 40. Percentage of call centers with centralized headset management
Question: Is your headset management system centralized? Finding: Across the board, the overwhelming majority of call centers
surveyed indicated that they have a centralized system for headset
management. Interpretation: Centralized headset management with respect to spares and spare
parts, as well as storage of replacement headsets assures the
optimal efficiency, as well as control of shrinkage due to loss or
theft. Centralized control of headsets enables management to track
headset usage, manage inventory, generate usage reports, forecast
future requirements, and avoid costly out-of-stock situations.
Centralization is a mandatory element in world-class headset
management. Copyright © 85 2005 BenchmarkP...
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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.
- Fall '08