HealthPlanHealthCare_Aspect

Likelihood to recommend the brand they use to other

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Unformatted text preview: d earlier in our findings. © Copyright 2005 BenchmarkPortal, Inc. 88 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 What is the average price your organization currently pays for a new wired headset? 50% 39.49% 40% 31.21% 30% 20% 14.33% 9.55% 10% 5.41% $2 00 th an -$ 20 0 M or e $1 51 -$ 15 0 $1 01 -$ 10 0 $5 1 Le ss th an $5 0 0% Figure 44. Average price paid for a new wired headset Question: What is the average price your organization currently pays for a new wired headset? Finding: Of the call centers surveyed, 71% reported that they paid between $51 and $150 per new wired headset. Interpretation: When taken in context with the other costs of call center operation, the average cost per headset is relatively minor. Copyright © 89 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 What is the average price your center currently pays for a new wireless headset? 70% 64.52% 60% 50% 40% 30% 20% 12.90% 10.32% 9.03% 10% 3.23% ed us se t he ad w ire le ss No M or e $1 51 th a s n -$ $2 00 20 0 15 0 -$ 10 1 Le ss th a n $1 00 0% Figure 45. Average price per new wireless headset Question: What is the average price your center pays for a new wireless headset? Finding: The response to this questions revealed that 64.5% of the call centers surveyed do not currently use wireless headsets. Interpretation: Of the 34.5% of the call centers that do use wireless headsets, over 90% indicated that they pay between $101 to more than $200 per wireless headset, which is on-average more than double the cost per wired headset (as compared with the previous figure). © Copyright 2005 BenchmarkPortal, Inc. 90 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 In your organization, are headset purchases and related costs considered expense items or capitalized items? Capitalized items 15% Expense items 71% Don't Know 14% Figure 46. Ratio of call centers that expense versus capitalize the cost of their headsets Question: In your organization, are headset purchases and related costs considered expense items or capitalized items? Findings: Most call centers expense rather than capitalize the headset purchases and related costs. Interpretation: Taking into account only call centers that reported knowing whether they expense or capitalize their headset and related costs, the percentages increase to 82% that consider headset and related costs as an expense item rather than a capitalized item. This suggests that the majority of call center management regard headsets as a tool that will likely be replaced within the first couple of years of use, and therefore all costs related to the purchase of head...
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