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HealthPlanHealthCare_Aspect

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

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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.
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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 (805) 614-0123 ext. 10. PU91 Revision 120605 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden.
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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.
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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
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