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Unformatted text preview: . The Internet has also opened up an array of self-service options that many customers prefer to use instead calling a 1-800 number. © Copyright 2005 BenchmarkPortal, Inc. 50 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 Features Offered on the Company's Web Site Voice over IP, or Internet call 0.0% E-mail access 75.0% An automatic “callback” button (using a separate phone line) 4.2% A self-service option (e.g., a static FAQ section) 72.9% Your call center’s 1800 number 89.6% 0% 25% 50% 75% 100% Figure 26. Features offered on company Web sites Question: On the Internet, which features does your Web site offer? Finding: Seventy-five percent of the companies in the Health-Plan/HealthCare Industry indicated that they support e-mail access as an Internet contact channel option for their customers, and over seven out-of-every ten companies offer a self-service option on their Web site. Interpretation: Our research has shown that as customers become more sophisticated and computer enabled, their preference shift from the telephone to the Internet as their primary communication channel choice to correspond with companies, shop for new products, conduct account transactions, compare product features and pricing, etc. Copyright © 51 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 Percentage of Inbound Calls that are Handled by Self-Service 35% 32.2% 30% Percentage of Calls 25% 20% 15.4% 15% 10% 5% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 27. Percent of inbound calls handled by self-service Question: Of all your inbound contacts, what percentage is handled by selfservice? Finding: About one out-of-every seven calls across the Health-Plan/HealthCare Industry, and one out-of-every three calls for the Best of Health-Plan/Health-Care Industry are resolved by self-service without agent intervention. Interpretation: With agent hiring and labor costs representing two-thirds of the total operating budget, automating self-service options in the IVR and on the Web site to lower the agent staffing required to handle ever-increasing call volumes, thereby reducing the average cost per call, is an essential cost-savings initiative that every customer facing call center should consider. © Copyright 2005 BenchmarkPortal, Inc. 52 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 Percentage Self-Service Contacts by Channel 54% IVR 7% Web site E-mail 4% 5% Fax-back 0% Kiosk Other 29% 0% 10% 20% 30% 40% 50% 60% Figure 28. Percentage of self-service contacts by contact channel Question: Of all your self-service contacts, what percentag...
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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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