HealthPlanHealthCare_Aspect

Health planhealth care industry benchmark report

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Unformatted text preview: 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 Section One: Call Center Classification In this section we graphically depict the answers that call center managers gave to questions related to their Call Center Classification. Kind of Calls Handled Both inbound and outbound calls 29.3% Only outbound calls 0.0% Only inbound calls 70.7% Figure 1. Kind of calls handled Question: What kind of calls does your call center handle? Finding: In the Health-Plan/Health-Care Industry, the kind of calls handled is more heavily weighted with call centers handling only inbound calls. Interpretation: Call centers in the Health-Plan/Health-Care Industry handling only inbound calls are not leveraging their resources to achieve the greater efficiency that could be gained by using time when inbound traffic is low to schedule outbound calls for cross-trained agents. © Copyright 2005 BenchmarkPortal, Inc. 26 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 Inbound Calls by Type Consumer to Business 78.7% Business to Business 21.3% Figure 2. Inbound call types Question: Of the calls handled annually by your Agents, how do they breakdown in the following two categories? • • Business to Business (B2B), Consumer to Business (C2B) Finding: Consumer to Business calls constitute the majority of all inbound calls. Interpretation: These calls are most likely to be for customer service questions/inquiries or complaint resolution, which represent the major reasons for inbound calls as shown in the next figure. Copyright © 27 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 Reason for Calls - Inbound 100% 80.4% 80% 60% 40% 20% 13.0% 1.5% 3.7% 1.3% 0.1% 0% Customer Order taking Service and tracking (questions and inquiries) Technical support to external customers Complaint resolution Re-directing Inbound Calls Other Figure 3. Reasons for inbound calls Question: Which functions do your agents provide regarding inbound calls? Finding: Eight out-of-every ten inbound calls in the Health-Plan/Health-Care Industry are for customer service questions and inquiries, with complaint resolution ranking second. Interpretation: Calls for the top reasons, i.e., customer service and complaint resolution, constitute over 93% of all inbound call volume, and will be from consumers more often than businesses, as reflected in the previous figure. © Copyright 2005 BenchmarkPortal, Inc. 28 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 Outbound Calls by Type Business to Business 27.1% Helpdesk (internal) 0.1% Business to Consumer 72.8% Figure 4. Outbound call types Question: How do your outbound calls break down in the following three categories: • • • Business to Business (B2B), Business to Consumer (B2C) Helpdesk (internal) Finding: The m...
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