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Interpretation while purchasing used headsets will be

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Unformatted text preview: Practices in Headset Management in Call Centers What led to the selection of the particular brand H/S you purchased? Comfort & Durablity 18.4% Warranty & Service 13.2% Price 10.5% Compatibility 7.9% Quality, Performance, & Reliability 36.8% Other 13.2% Figure 36. Reasons for selection of the particular brand of headset purchased Question: What led to the selection of the particular brand of headset you purchased? Finding: Of the call centers surveyed, 50% cited quality, performance, reliability, warranty & service rather than price as the primary reasons for selection of the headset that they purchased for their call centers. Interpretation: Although we traditionally think of price first when making a purchasing decision, considering the value of the purchase with respect to quality, performance, reliability, warranty and service may actually result in a lower cost investment overall. Copyright © 81 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 Did your center measure call-handling statistics before and after the implementation of headsets for comparitive purposes? YES 15% NO 85% Figure 37. Percentage of call centers that measured call-handling statistics before and after implementation of headsets Question: Did your center measure call-handling statistics before and after the implementation of headsets for comparison purposes? Finding: According to the survey responses, only 15% measured call-handling statistics before and after the implementation of headsets for comparative (benchmarking) purposes. Interpretation: As with any improvement initiative, benchmarking call-handling statistics of a call center before and after implementation of headsets is a best-practice that enables management to determine the impact that the initiative produced and permits management to calculate the return on investment (ROI) of the initiative. © Copyright 2005 BenchmarkPortal, Inc. 82 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 7: Best Practices in Headset Management in Call Centers Does your center offer agents any of the following headset training? Proper headset cleaning and hygiene management 8% Proper agent headset storage 12% Proper agent headset usage, care and maintenance 56% 0% 10% 20% 30% 40% 50% 60% Figure 38. Headset training offered Question: Does your call center offer any of the following headset training? • • • Proper headset cleaning and hygiene management Proper agent headset storage Proper agent headset usage, care and maintenance Findings: Over one-half of the call centers surveyed offer training to their agents on proper headset usage, but few offer training on the proper storage, cleaning, and hygiene management of their headsets. Interpretation: This chart shows the significant room for improvement call center managers have in terms of headset management. Without training in these headset management a...
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