HealthPlanHealthCare_Aspect

Interpretation with an industry average of over 36

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Unformatted text preview: dustry Average. Interpretation: With an industry average of over 3.6 million inbound calls annually, just a 2% reduction in the cost per call would represent a yearly savings of over $656 thousand dollars. Our research shows cost per call as the one of the most closely watched performance measures that call center managers use to determine their call center performance. © Copyright 2005 BenchmarkPortal, Inc. 32 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 Average Cost per Outbound Call $6.00 $5.69 Cost per Outbound Call $5.00 $4.00 $3.48 $3.00 $2.00 $1.00 $0.00 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 8. Outbound cost per call Question: What is your average cost per outbound call? Finding: The Health-Plan/Health-Care Industry Average cost per outbound call, at $5.69, is 64% higher than the Best of Health-Plan/HealthCare Industry Average cost per outbound call. Interpretation: Given the Health-Plan/Health-Care Industry Average annual outbound call volume of more than 551 thousand calls, the cost per outbound call represents more than $3.13 million dollars in annual costs. Our research shows cost per call as one of the most closely watched performance measures that call center managers use to determine their call center performance. Copyright © 33 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 Section Three: Call Center Performance In this section, we graphically depict the answers that call center managers gave to questions related to their Call Center Performance. Service Level - 80% of Your Calls are Answered in How Many Seconds? 35 28.79 Seconds 80% Calls Answered 30 24.28 25 20 15 10 5 0 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 9. Average Service Level Question: Within how many seconds are 80% of your calls answered (Service Level)? Finding: The average number of seconds required to answer 80% of the calls for the Best of Health-Plan/Health-Care Industry is 16% less than the average time for the Health-Plan/Health-Care Industry. Interpretation: This key performance metric is often referred to as “Service Level.” The best practice Service Level goal is to answer 80% of the calls within 20 seconds. © Copyright 2005 BenchmarkPortal, Inc. 34 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 Average Speed of Answer 50 41.36 Seconds to Answer 40 30 27.38 20 10 0 Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 10. Average speed of answer Question: What is your average speed of answer in seconds? Finding: The average speed of answer (ASA)...
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