HealthPlanHealthCare_Aspect

This is considered to be productivity and focuses on

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Unformatted text preview: nt flyer program: a) regular frequent flyer, b) premium frequent flyer, and c) 1K frequent flyer. D 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 customer perspective. F 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. H 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 the like. 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. I 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...
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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-West Lafayette.

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