HealthPlanHealthCare_Aspect

This report is focused on selecting the one metric

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Unformatted text preview: me clear that applicant testing and skill-based routing are high on the list of potential improvement initiatives. In this particular example, the bank’s benchmarking team received management’s approval to pursue both initiatives. Specifications were prepared, a request-for-proposal (also called “RFP”) was issued, vendors were selected, and the initiatives were launched and successfully completed. © Copyright 2005 BenchmarkPortal, Inc. 116 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 9: Benchmarking Methodology: A Case Study Six months after the successful installation and implementation of the two improvement initiatives, the following results were tabulated: • • • • • Percent “first/final calls” improved by 11.6%. Average time in queue was reduced by 2.8%. Average agent occupancy was improved by just over 6%. Calls per agents per shift were increased by 9.4%. Caller satisfaction rose by almost 7%. The bank in this case study spent approximately $600,000 for the two improvement initiatives, which included the selection process, the cost of the software/hardware products, the training costs of the agents, and the installation services costs from a thirdparty integrator. When the improved metrics were converted to new revenue, reduced operating cost, and customer satisfaction, the estimated ROI indicated complete payback in less than 16 months of operation. In conclusion, benchmarking cannot guarantee the success of any improvement initiative. However, this case study does prove that by scientifically selecting initiatives based on “hard facts,” not just personal intuition, (sometimes called “gut feel”), management can effectively target improvements that have the maximum impact on the company’s bottom-line profits. R eferences 1. Call Center Benchmarking, Dr. Jon Anton and Stijn Spit. 2. Benchmarking at its Best for Contact Centers, Bruce Belfiore, with Dr. Jon Anton. 3. The Tonchev Performance Index for Call Center Best Practices**, Dr. Jon Anton, Angel Tonchev and Christo Tonchev. 4. BenchmarkPortal Web site at <www.BenchmarkPortal.com>. ** The Tonchev Performance Index (a.k.a., TPI) for Call Center Best Practices was used to calculate performance for this case study. Copyright © 117 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. CHAPTER 10: PRINCIPAL INVESTIGATOR Copyright © 119 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 10: Principal Investigator Dr. Jon Anton (also known as “Dr. Jon”) is the director of benchmark research at Purdue U...
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