HealthPlanHealthCare_Aspect

Percent of calls closed on first call question what

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: all? Finding: The Best of Health Plan/HealthCare Industry averages almost nine calls closed out-of-every ten calls received, with the HealthPlan/Health-Care Industry averaging nearly eight calls out-of-every ten calls closed on first call. Interpretation: Calls closed on first call, also known as “first call final,” represents one of the most closely tracked metrics for a call center. It is the objective of the call center to resolve all calls on the initial call, but there are some instances when this is not possible, for instance, 1) callers requesting information that is not readily available to the agent, 2) callers reaching an agent who is not trained to properly respond to the caller, or 3) improper transferring of a call resulting in the caller hanging up. The best practices objective is to maintain an average of 85% or higher for calls closed on first call. © Copyright 2005 BenchmarkPortal, Inc. 38 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 Agent Occupancy 100% 81.18% 81.33% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Occupancy Percentage 80% 60% 40% 20% 0% Figure 14. Agent occupancy percentage Question: What is your agent occupancy in percent? Finding: Average Agent occupancy percentage is over 81% across the entire Health-Plan/Health-Care Industry. Interpretation: Occupancy, or occupancy factor, is determined by taking the time that an agent is in their seat ready to answer calls as compared to the total number of hours that they are at work. Therefore, if an agent is at their desk and ready to answer phone calls 6 hours out of an 8-hour shift, the agent’s occupancy is 75%. The best practice goal for occupancy is 85%. Copyright © 39 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 Percentage of Up-Sell/Cross-Sell Opportunities 15% 12.50% Percentage of Calls 12% 8.24% 9% 6% 3% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 15. Percent of up-sell and cross-sell opportunities Question: What percentage of calls give rise to up-sell/cross-sell opportunities? Finding: The Best of Health-Plan/Health-Care Industry is 52% more effective than the Health-Plan/Health-Care Industry in this important metric. Interpretation: To up-sell is to sell a higher value product or option to an existing caller. A cross-sell occurs when an agent recognizes that the caller might be able to use another product from a totally different product area within the company. For instance, an agent at a HealthPlan/Health-Care call center who is assisting a caller with a policy question might recognize the advantage for the caller consider adding additional insurance coverage at a packaged discount rate. Training agents to up-sell and/or cross-sell opens up a valuable added revenue opportunity for a company, and what better time to approa...
View Full Document

{[ snackBarMessage ]}

Ask a homework question - tutors are online