HealthPlanHealthCare_Aspect

The following pages in this chapter are devoted to

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Unformatted text preview: chmarkPortal, Inc. in association with the Purdue University Center of Customer-Driven Quality, and sponsored by Plantronics Corporation. It focused on gathering data on: • the call center itself (e.g., industry served, number of call centers within organization, number of agents, etc.); • headset brand and model used in the center; headset selection and purchasing criteria; • service management; • storage and logistics management; and • satisfaction level with brand and distributor, etc. The second survey, titled “Headset Budget and Selection,” was a “One-Minute Survey™” conducted in January 2005 by BenchmarkPortal, Inc. that focused specifically on: • headset selection criteria; and • headset budget matters. © Copyright 2005 BenchmarkPortal, Inc. 76 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 S elected Findings and Interpretations The following pages in this section present selected results along with key findings and interpretations of the two surveys mentioned previously. This report is aimed, in particular, at call center managers and senior executives. What Industry does your call center serve? Help Desk / Technical Support 4% Consumer Products 4% Consumer Electronics 4% Health Care 8% Government 8% Utilities 12% Publishing 12% Financial Services 12% Telecom, Wireless, Cable 16% Insurance 20% 0% 5% 10% 15% 20% 25% Figure 32. Industries represented by call centers participating in Survey One Question: What industry does your call center serve? Finding: One-out-of-five call centers participating in the survey belongs to the insurance industry. Interpretation: The call centers participating in this survey represent a broad crosssection of the whole call center industry. Copyright © 77 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 How satisfied are you with your present headset management system? We have a basically solid H/S model and H/S management system that works most of the time for us. 43.48% We have a fairly typical usage of H/S and H/S management system. They generally work. 30.43% Our H/S usage and management system could use some work. We are looking for better equipment and a better H/S management system. 21.74% We have an excellent H/S model and H/S management system and others could learn from it. 4.35% 0% 10% 20% 30% 40% 50% Figure 33. Satisfaction with present headset management system Question: How satisfied are you with your present headset management system? Finding: More than one call center manager out-of-every-five surveyed indicated that they are not fully satisfied with their present headset management system and are looking for better equipment as well as a better headset management system. Interpretation: While most call center managers indicated general satisfaction with their current headset managemen...
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