HealthPlanHealthCare_Aspect

Interpretation the outbound calling pattern is

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Unformatted text preview: ajority of outbound calls are Business to Consumer calls as reflected in figure 4 above. Interpretation: The outbound calling pattern is similar to the inbound calling pattern shown in figure 2, with follow-up to inbound calls, outbound telemarketing/lead generation, and customer satisfaction surveys representing the majority of the outbound call volume, as reflected in the next figure. Copyright © 29 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 - Outbound 80% 69.4% 60% 40% 20% 13.8% 6.6% 6.0% 1.7% 2.5% Collections Market research 0% Follow-up to Outbound inbound calls telemarketing / Lead generation Customer satisfaction surveys Other Figure 5. Reasons for outbound calls Question: Which functions do your agents provide regarding outbound calls? Finding: Over two-thirds of all outbound calls are for follow-up to inbound calls. Interpretation: With 84.5% of their outbound calls for customer satisfaction and marketing purposes, call centers in the Health-Plan/Health-Care Industry are clearly focused on meeting customer expectations. © Copyright 2005 BenchmarkPortal, Inc. 30 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 Section Two: Call Center Costs In this section, we graphically depict the answers that call center managers gave to questions related to their Call Center Costs. Call Center Budget Allocation 70.5% Human Resources Technology, Facilities 11.8% 13.0% Telecom 4.8% Other 0% 10% 20% 30% 40% 50% 60% 70% 80% Figure 6. Call center annual budgetary allocation Question: What is your annual budgetary cost breakdown by major cost category? Finding: Human Resource costs constitute over 70% of the annual budgetary expense in the Health-Plan/Health-Care Industry. Interpretation: Human resource costs for the Health-Plan/Health-Care Industry are comparable to H.R. costs for most call centers across all industries. This is the best single area for any call center to investigate for cost reduction initiatives such as agent retention programs to reduce turnover, reducing live-agent staffing by adding or increasing caller self-service options, offshore outsourcing, etc. Copyright © 31 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 Average Cost per Inbound Call $10.00 $9.06 Cost per Inbound Call $8.00 $6.00 $4.68 $4.00 $2.00 $0.00 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 7. Average cost per inbound call Question: What is your average cost per inbound call? Finding: The Health-Plan/Health-Care Industry Average cost per call is 94% more than the Best of Health-Plan/Health-Care In...
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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.

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