HealthPlanHealthCare_Aspect

Interpretation our research indicates that contact

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Unformatted text preview: markPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. CHAPTER 5: DETAILED BENCHMARK RESULTS OF THE HEALTH-PLAN/HEALTH-CARE INDUSTRY Copyright © 57 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 5: Detailed Benchmark Results of the Health-Plan/Health-Care Industry Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average What kind of calls does your call center handle? Only inbound calls Only outbound calls Both inbound and outbound calls 70.69% 0.00% 29.31% 75.00% 0.00% 25.00% Which of the following functions do your agents provide regarding inbound calls? Customer Service (questions and inquiries) Complaint resolution Re-directing Inbound Calls Order taking and tracking Technical support to external customers Other 80.42% 12.99% 3.73% 1.48% 1.31% 0.07% 80.79% 12.15% 3.67% 3.21% 0.18% 0.00% Which of the following functions do your agents provide regarding outbound calls? Follow-up to inbound calls Outbound telemarketing / Lead generation Customer satisfaction surveys Collections Market research Other 69.45% 6.57% 6.03% 1.69% 2.49% 13.78% 58.08% 12.62% 0.96% 2.18% 0.12% 26.04% How many inbound calls per year are directed to your call center? Calls offered annually 3,622,150 4,628,132 Of the inbound calls directed to your call center, how many are handled by a live agent and/or your IVR? Calls handled annually 3,484,514 4,440,114 How many outbound calls are made per year by your call center, including return calls to inbound callers? Outbound calls per year 551,208 333,120 Of the calls handled annually by your agents, how do they breakdown in the following two categories? Business to Business Consumer to Business 21.30% 78.70% 18.93% 81.07% How do these outbound calls break down in the following three categories: Business to Business Business to Consumer Helpdesk (internal) 27.07% 72.80% 0.13% 25.61% 74.39% 0.00% Call Center Classification Questions 1. 2. 3. 4. 6. 7. 8. 59 Copyright © 5. 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 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Do you use an automatic call distributor (ACD) at your call center? Yes No 100.00% 0.00% 100.00% 0.00% 10. How many minutes of telephone usage are recorded annually by your call center’s automatic call distributor (ACD)? Minutes 22,859,388 32,463,848 266 33 315 42 282 336 Call Center Classification Questions (continued) 9. 11. How many agents work at your call center? Full-time agents Part-time agents 12. How many Full Time Equivalent (FTE) agents work at your call center? Full-ti...
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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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