This preview shows page 1. Sign up to view the full content.
Unformatted text preview: nt flyer program: a) regular frequent flyer, b) premium frequent flyer, and
c) 1K frequent flyer.
DNIS: Dialed Number Identification Service. A carrier service for 800/888 and 900
numbers that forwards the number dialed by the caller to the called party. Copyright © 199 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 E
Effectiveness Index: The index is calculated by statistically combining into an index
those metrics that are indicative of effective performance. This is considered to be quality
and is impacted by customer-focused processes.
Efficiency Index: The index is calculated by statistically combining into an index those
metrics that are indicative of efficient performance. This is considered to be productivity
and focuses on the cost of operating the business.
External Metrics: These are usually characterized as “soft” numbers as they are the
collected attitudes, opinions, and emotions of customers or other interested parties. The
data may be collected by survey, focus group, or interview methods. This represents the
Focus Group: A personal, simultaneous interview among a small group of individuals. It
depends more on group discussion than individual responses for the data generated.
Help Desk: The term typically applied to an “internal” call center that handles primarily
calls from employees about technical problems with their computer, monitor, printer, and
Hold Time: This is the average number of seconds that an agent places customers on
hold during a call. Most ACDs can provide this number as a total number of hold seconds
and then you can compute the average hold time.
Internal Metrics: These are generated by computers internal to call center technology
(PBS, ACD, or VRU) or through departments such as Accounting, Finance, or Human
Resources. Internal metrics are commonly perceived as “hard” numbers. Examples
include average handle time, queue time, and abandon rate. This is generally not
representing the view the customer has of your company.
IVR: Interactive Voice Response. Technology that allows a customer making an inbound
call to interact with the data systems by responding to a menu of options. Responses are
typically entered by pressing the keys on the telephone keypad; however, voice
recognition is becoming more commonly integrated into the process, thus providing a
more useful tool.
IVR Opt Out: Measure in percent, this is the number of callers who during their call to
your center initially attempt finding solutions via the IVR, but then elect to speak with a
live agent. This is not the same as those who choose to speak to a live agent as an initial
menu option. © Copyright 2005 BenchmarkPortal, Inc. 200 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Glossary of Terms...
View Full Document
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.
- Fall '08