HealthPlanHealthCare_Aspect

Most centers typically buy one brand but have 23

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Unformatted text preview: a complete line of headsets available with both Voice Tube and Noise Canceling microphones? Investing in features that you may not need, or skimping on those you do, can leave you with headsets that don’t function well in your particular call center environment. o Know your vendor. Consider your headset vendor as you would any other critical business partner. Do they have the necessary experience? Do they understand call centers? Can they support you throughout the sales and support process? Are they financially stable for the long term? o Product range. Does the vendor of choice offer a full range of products? Comfortable agents are productive agents, and there are many headset styles to meet individual needs. It’s never a “one size fits all” situation. To increase agent productivity and monitor customer satisfaction, choose a vendor that has a cordless option for coaches or supervisors to move freely from agent to agent. o One supplier. Consider standardizing on one headset manufacturer and supplier. When developing a call center, or looking to update your inventory, identify one solid supply chain that can meet all your needs. This will lower your transaction costs, which can lower your overall cost of ownership. o Inventory management. Be thorough in considering inventory management. Where are you going to store and how do you keep track of your headset inventory? Identify a vendor that offers inventory management solutions. o Sales and support. Think about how your headsets will be serviced postsale. Make sure that you identify a headset supply chain that will provide you 24-hour support. Having headsets work around the clock is crucial. Without headsets, agents don’t answer calls, and sales don’t get made. o Agent training. Remember that agents need training on how to use, care for and maintain headsets. Trained agents will protect your headset investment. Some vendors provide onsite training, computer-based training, training videos and interactive tutorials. o The sound of the future. Consider if your manufacturer is continuing to invest R&D dollars in the call center. The headset is the last link between agents and customers; it should provide superior sound quality, fit, comfort, and stability, allowing agents to focus on calls and close sales, rather than being hassled by inadequate headsets. o Determine what you’re getting for your money. Due diligence requires that you compare not only one headset price to others but ensure that you Copyright © 95 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 are buying the best value your center can afford. The cheapest headset will seldom prove to be the best value. Don’t forget to consider each headset’s ability to deliver the kind of service your customers expect while managing to budget. o Determine if the sound quality heard by both the agent and the customer is strong and clear. o Determine if the headset will be comfortable for a...
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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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