HealthPlanHealthCare_Aspect - Health-Plan/Health-Care...

Health-Plan/Health-Care
Industry Benchmark Report
Best-in-Class Call Center Performance
Principal Investigator
Dr. Jon Anton
Purdue University
Center for Customer-Driven Quality
Content Editor
John Chatterley
BenchmarkPortal, Inc.
Current as of 2005
Report ID# PU91
Revision 120605
This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden.

Copyright © 2005, BenchmarkPortal, Inc.
Please send detailed questions to:
[email protected]
This report may not be copied, scanned or reproduced without the written permission of
BenchmarkPortal, Inc. Additional copies may be purchased at a reasonable price by e-mailing
[email protected] or by calling [phone] ext. 10.
PU91 Revision 120605
This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden.

i Copyright 2005 BenchmarkPortal, Inc.
Table of Contents
Acknowledgements v
CHAPTER 1: INTRODUCTION 1
CHAPTER 2: PARTIAL LIST OF BENCHMARK PARTICIPANTS 7
CHAPTER 3: LIST OF PARTICIPATING COUNTRIES IN THE BENCHMARK
RESEARCH 19
CHAPTER 4: HIGHLIGHTS OF THE HEALTH-PLAN / HEALTH-CARE
INDUSTRY CUSTOM BENCHMARKING REPORT 23
CHAPTER 5: DETAILED BENCHMARK RESULTS OF THE HEALTH-
PLAN/HEALTH-CARE INDUSTRY 57
CHAPTER 6: PERFORMANCE BY INDUSTRY 69
CHAPTER 7: BEST PRACTICES IN HEADSET MANAGEMENT IN CALL
CENTERS 73
Introduction 75
Selected Findings and Interpretations 77
Best Practice Recommendations 94
Summary and Conclusions 98
CHAPTER 8: PURDUE UNIVERSITY CALL CENTER CERTIFICATION 101
Introduction to Certification 103
How the Purdue University Call Center Certification is Unique 103
The Steps in the Certification Process 104
CHAPTER 9: BENCHMARKING METHODOLOGY: A CASE STUDY 107
Introduction 109
Definition of Case Study Terminology 109
Case Study Specifics 111
Why and How to Benchmark a Call Center 111
The In-Depth RealityCheck™ Peer Group Performance Matrix 113
The In-Depth RealityCheck™ Balanced Scorecard 114
The In-Depth RealityCheck™ Inbound Performance Comparison Report 115
The In-Depth RealityCheck™ Performance Ranking Report 116
Results and Conclusions 116
References 117
CHAPTER 10: PRINCIPAL INVESTIGATOR 119
FREQUENTLY ASKED QUESTIONS FROM THE POPULAR “ASK DR. JON”
COLUMN 123
CRM BOOKSTORE INFORMATION 171
BENCHMARKPORTAL’S PRODUCTS AND SERVICES LISTING 175
GLOSSARY OF TERMS 195
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
Copyright 2005 BenchmarkPortal, Inc. ii
List of Figures
Figure 1. Kind of calls handled ............................................................................................ 26
Figure 2. Inbound call types ................................................................................................ 27
Figure 3. Reasons for inbound calls .................................................................................... 28
Figure 4. Outbound call types ............................................................................................. 29
Figure 5. Reasons for outbound calls .................................................................................. 30
Figure 6. Call center annual budgetary allocation ............................................................... 31
Figure 7. Average cost per inbound call .............................................................................. 32
Figure 8. Outbound cost per call ......................................................................................... 33
Figure 9. Average Service Level ......................................................................................... 34
Figure 10. Average speed of answer .................................................................................. 35
Figure 11. Average call handle time .................................................................................... 36
Figure 12. Average abandon rate ........................................................................................ 37
Figure 13. Percent of calls closed on first call ..................................................................... 38
Figure 14. Agent occupancy percentage