These performance data are kept current and accurate

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Unformatted text preview: card” approach of performance comparison, namely, certified call centers are able to manage call handling at a high level of both efficiency and effectiveness, i.e., at both “high quantity of calls, and high quality for each call.” Copyright © 103 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 • Our certification process relies completely on statistical methods of performance benchmarking that pinpoint areas of high performance, and quantify gaps in areas of low performance. • Our certification process is academically based, and uses only established scientific methods to measure the achievement of certifiable best practices standards. T he Steps in the Certification Process The call center certification process is conducted in four phases as follows: Phase One - An in-depth performance benchmark audit of your call center is conducted. In this process, we compare your performance with a statistically valid sample of call centers that are functionally similar to your call center in size, type of calls handled, and industry segment. We call this Your Peer Group. The Phase One report indicates specifically and quantitatively all the performance gaps in your current call center deployment. Hiring New Employees Employee Internal Communications Caller Self Service Training Employees Employee Development Caller Service Recovery Real-Time Expert Help Employee Compensation Caller Satisfaction Measurement Service Improvement Call Center Performance Evaluation Reporting Knowledge Access Workforce Optimization Call Routing Call Quality Monitoring Figure 48. The sixteen key call center processes Phase Two – We may conduct a “deep dive” into the major gaps that were highlighted in the Phase One report. This discovery process focuses on sixteen key call center processes (see the figure above). The Phase Two report is a series of specific recommendations for call center improvement leading to certification. Phase Three - We conduct another in-depth performance benchmark of your call center to ensure that you have reached the quantitative performance level needed for full certification. © Copyright 2005 BenchmarkPortal, Inc. 104 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 8: Purdue University Call Center Certification Phase Four - We come back annually to benchmark your performance to ensure that you are continuing to operate your call center at or above the quantitative performance level needed to maintain full certification. The complete audit requires a minimum of two days on-site at your call center. Most call centers managers find tremendous value in having a qualified consultant help them to a) focus on those metrics crucial to their success; b) gather and input data correctly; c) interpret our reports so as to get highest value-added from the benchmarking process....
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