HealthPlanHealthCare_Aspect

Thus industries with centers that are able to

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Unformatted text preview: ANAGEMENT IN CALL CENTERS Copyright © 73 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 7: Best Practices in Headset Management in Call Centers I ntroduction The purpose of this study was to document current best practices in headset management in call centers. This study focused specifically on headset: • • • • • selection usage budget maintenance replacement While the cost of even the highest quality headsets is low when compared with call center staff salaries, computer software, and telecom expenses, the mismanagement of headsets can contribute to poor customer service, increased agent stress, and unnecessary budgetary expense. And, yet, organizational accountability for this essential piece of equipment and its related parts is sometimes loose at best in the fast-paced, pressure cooker environment of today’s call center. A primary driver of this study was our conviction that there is much more money at stake when headset management is neglected than busy call center leaders might realize. Often the focus of call center cost reduction initiatives is the obvious—reducing agent turnover, increasing agent efficiency, upgrading technical capabilities to reduce wasted time, and the like. The results of our study will illustrate that effective headset management is an often-overlooked endeavor that will not only result in improved agent job satisfaction and increased customer satisfaction—but in cost savings worth pursuing. Objectives The main objective in conducting this study was to document best practices in headset management. Specifically, we believed that documentation of the best practices of the following headset management practices would reveal ways call center leaders could improve the effectiveness and efficiency of their organizations: • • • • • Centralized accountability for headset management Headset selection process Budgeting for the purchase and repair of headsets Agent training in headset usage, care, and hygiene Theft deterrence Methodology Two separate, but related, survey instruments were used to collect headset management practices information using consistent criteria. For these surveys, we asked call center managers to offer their view of headset management practices in use within their call center. The following pages in this chapter are devoted to their responses to key questions along with corresponding findings, interpretations, and correlations drawn from their responses. Copyright © 75 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 The first survey, titled “Best Practices in Headset Management in Call Centers,” was conducted in Q4 2004 by Ben...
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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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