HealthPlanHealthCare_Aspect

Is the call center integrated with other customer

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Unformatted text preview: % 21.43% 83.33% 16.67% 89.58% 72.92% 4.17% 75.00% 100.00% 72.73% 9.09% 81.82% 0.00% 0.00% 0.00% 0.00% 15.44% Process & Knowledge Best of Health-Plan/ Health-Care Industry Average 32.15% 54.14% 7.48% 5.44% 4.09% 0.23% 28.61% 59.09% 7.91% 8.70% 2.53% 0.19% 21.58% 38. Of all your inbound contacts, what percentage is handled by self-service? 65 Copyright © 39. Of all your self-service contacts, what percentage is completed through the following self-service channels: IVR Web site Fax-back E-mail Kiosk Other 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 40. Does your center outsource any calls or functions? Yes No 18.18% 81.82% 37.50% 62.50% 41. What percentage of your total calls do you outsource? Percent outsourced calls (inbound) Percent outsourced calls (outbound) 6.42% 4.17% 6.00% 10.00% Outsourcing © Copyright 2005 BenchmarkPortal, Inc. 66 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 310.51 340.04 43. How large is your average TSR cubical workspace? Square feet 40.37 34.69 44. How many total square feet does your call center occupy? Square feet 49,099 40,416 Facilities & Design 42. What is the total number of TSR workstations at your call center? 67 Copyright © Seats 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 6: PERFORMANCE BY INDUSTRY Copyright © 69 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 6: Performance by Industry Figure 31. Industry performance matrix This “balanced score card” positions centers from different industries on a 2-by-2 matrix by plotting their efficiency and effectiveness indices. The Efficiency Index integrates those metrics that have an important impact on costs, while the Effectiveness Index combines metrics that correlate to mission accomplishment and customer satisfaction. Thus, industries with centers that are able to optimize customer-centric results, while containing costs, are found in the upper-right quadrant. In sum, industries rated an “Asset” perform the best, “Liability” the worst. Copyright © 71 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 7: BEST PRACTICES IN HEADSET M...
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