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Ratio of call centers that expense versus capitalize

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Unformatted text preview: sets and related items are fully recognized during the year purchased. Copyright © 91 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 Which of the following was the most important to you in deciding which brand of headsets to purchase? Performance & reliability 46.9% 18.6% Competitive price Audio quality 14.5% Agent comfort 7.9% Service and warranty agreement 3.1% Durability 1.4% Other 7.6% 0% 10% 20% 30% 40% 50% Figure 47. Most important factor in deciding which brand of headset to purchase Question: Which of the following was the most important to you in deciding which brand of headsets to purchase? Finding: By a margin of 2.5 to 1 (46.9% vs. 18.6%), call centers surveyed indicated performance & reliability rather than cost as the most important consideration in their decision which brand of headset to purchase. Interpretation: The results of this question in our One-Minute Survey™ closely parallel the response to question 5 of Survey One. Given the much larger sample size of the One-Minute Survey™, this data is more indicative of the general attitude across the entire contact center industry regarding factors that dictate the selection of a particular brand of headset. However, it is important to note that both surveys showed that call center managers share similar preferences regarding reasons for headset brand selection purchases. © Copyright 2005 BenchmarkPortal, Inc. 92 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 Summary of Key Research Findings • All respondents purchased headsets in 2004; 83% of respondents purchased new units while the remainder purchased used. • When it came to headset brand selection, 36.8% of survey respondents indicated that their choice was based on “quality, performance, and reliability;” this was higher than any other selection criteria, including price. • Nine out of every ten respondents indicated that they felt comfortable with their current headset service provider. • Only slightly more than one-third of the centers are using current technologies (USB and Blue Tooth), and less than one half of the centers that use wireless headsets employ 2.4 GHz technology. • About three-quarters of respondents indicated that they were “fairly satisfied” or “satisfied” with their present headset management systems. • Surprisingly, only 1 in 12 respondents offer their agents training in the hygienic use of headsets. • Training in the proper use and storage of headsets was somewhat better though still surprisingly low. Copyright © 93 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 B est Practice Recomm...
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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.

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