Unformatted text preview: Arab Emirates Israel United Kingdom Italy United States Japan Uruguay Kuwait Venezuela Malaysia Copyright © 21 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 4:
HIGHLIGHTS OF THE
HEALTH-PLAN / HEALTH-CARE INDUSTRY
CUSTOM BENCHMARKING REPORT Copyright © 23 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 4: Health-Plan/Health-Care Industry Highlights Introduction
The online benchmarking questionnaire of key performance indicators (KPIs) consists of
over 105 individual data points (see Chapter 5), which are entered into our call center
database. Purdue/BenchmarkPortal’s call center database, now in its ninth year, has
grown to several thousand call centers spanning twenty-nine vertical industry sectors,
both inbound and outbound, private and public, domestic and international. The
benchmark report is aimed, in particular, at call center managers and senior executives.
In this chapter, we graphically highlight the answers that respondents, typically call
center managers, offered to selected questions related to their call centers. Data for this
study comes from the following:
• 71 call centers in the Health-Plan/Health-Care Industry with 50 seats or more,
including companies such as United Health Group, PacifiCare, Physicians Mutual
/ Physicians Life Insurance Company, HealthNet, Humana, WellChoice, WellPoint
(Blue Cross/Blue Shield), CIGNA, AETNA, MAXIMUS, Kaiser Permanente, Blue
Shield of California, MetLife, The Hartford – HCSG, Regence Blue Cross Blue
Shield, Premera Blue Cross Blue Shield, and HealthNow NY. • 105 data-points and key performance metrics per call center. We also depict benchmark comparisons between the Health-Plan/Health-Care Industry
Average and Best of Health-Plan/Health-Care Industry Average (upper quartile).
Some of the high-level results include the following:
• call center staffing averages 266 full-time agents and 33 part-time agents;
average call center budget is $20,112,345 annually;
inbound call volume averages 3,622,150 calls annually; and
outbound call volume averages 551,208 calls annually. The detailed benchmarking report of the Health-Plan/Health-Care Industry showing the
averaged responses by call center managers to all 105 data-points and key performance
indicators can be found in Chapter 5.
This chapter is subdivided into seven section categories, as follows:
Call Center Classification Section Two: Call Center Costs Section Three: Call Center Performance Section Four: Customer Satisfaction Section Five: Human Resource Management Section Six: Process & Knowledge Section Seven: Outsourcing 25 Copyright © Section One: 2005...
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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.
- Fall '08