Health planhealth care industry benchmark report

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Unformatted text preview: tal, 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 Question Answer How many call centers have been certified in the Center of Excellence Program? Our certification program was launched four months ago, and we now have 14 centers certified, and 58 centers working through the process. How many call centers have current data in the BP database? We have been collecting data for almost 10 years and have had over 50,000 call centers participate from 28 different countries. How many call centers must be in a Peer Group for it to be a statistically valid sample and what are the informational criteria? We recommend that a peer group should be between 5 and 20 call centers. The statistics are those of small groups, meaning we need at least 50 percent of all call centers that fit the “peer criteria.” Peer informational criteria are user-selectable, and vary from such parameters as size, and industry to parameters such as type of calls handled and calls handled/agent/shift. How many Canadian members? At last count, there were 253 Canadian call centers in our database. How many certified auditors in Canada and the US does BP have? In Canada, we work exclusively through TELUS. In the USA, we have several hundred certified auditors. These individuals are listed on our website. How personally committed are the senior executives in your company to achieving high service levels through the call center? Although most senior executives of the companies surveyed are personally committed to improving call center performance, many are unsure how best to focus their commitment. In other words, they realize the value of the call center to the company's success but they remain cautious in demonstrating their commitment through increased budgeting to achieve higher service levels. I manage a call center for a department of the federal government. Does your call center research focus on the public sector? So far we have not had a specific focus on the public sector. We do, however, have quite a few public sector call centers in our database. In addition, we are actively looking for a sponsor to help us develop a public sector-only benchmark report. I work for a city government, and am trying to lure call centers to locate here. What are other cities doing to attract call centers? 1. They send their representatives to call center conferences to exhibit in booths that offer comprehensive information about their cities. 2. They help arrange for companies to tour their cities. 3. They provide tax incentives. 4. They work with the local educational institutions to provide courses targeted at call center skill requirements. © Copyright 2005 BenchmarkPortal, Inc. 164 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question I would appreciate if you could let us know your thoughts on what call centers will look like in 5 years. Answer In my...
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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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