HealthPlanHealthCare_Aspect

Training agents to up sell andor cross sell opens up

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Unformatted text preview: ch a customer to “buy-up” or “buy-more” than immediately after satisfying the customer’s reason for their call. © Copyright 2005 BenchmarkPortal, Inc. 40 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 Calls that Result in a Sale 50% 44.50% Percentage of Outbound Calls 40% 30.43% 30% 20% 10% 0% Health-Plan/ Health-Care Industry Average Best of Health-Plan/ Health-Care Industry Average Figure 16. Up-sell and cross-sell opportunities that result in sale (conversion rate) Question: What percent of up-sell/cross-sell opportunities result in a sale? Finding: The Best of Health-Plan/Health-Care Industry is 46% more effective than the Health-Plan/Health-Care Industry in turning an upsell/cross-sell opportunity into a sale. Interpretation: The up-sell/cross-sell conversion rate of the Health-Plan/HealthCare Industry indicates that their agents are able to up-sell/crosssell to over 87 thousand callers annually. With the average incremental sales value of $651.50 per transaction, their sales efforts generated over $56.9 million dollars in additional income for their business, which represents a significant revenue stream. This is an important area of opportunity that every call center should pursue. Copyright © 41 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 Section Four: Customer Satisfaction In this section, we graphically depict the answers that call center managers gave to questions related to Customer Satisfaction. Percentage of Call Centers that have a Formal Mechanism to Gather Customer Feedback on Call Center Performance DO have Formal Mechanism 59% Do NOT have Formal Mechanism 41% Figure 17. Call centers that have a formal mechanism to gather customer feedback Question: Does your call center have a formal mechanism for gathering customer feedback on call center performance? Finding: Over four out-of-every ten call centers in the Health-Plan/HealthCare Industry Do Not have a formal mechanism to collect customer satisfaction feedback determine the level of their customer’s satisfaction. Interpretation: Internal key performance indicators can only tell management part of the story of how well they are serving their customers. In today’s competitive world, customer satisfaction is a more significant market differentiator and competitive advantage than product features or price. No company can attain best practices certification without the presence of a formal customer satisfaction mechanism to collect customer feedback in place. © Copyright 2005 BenchmarkPortal, Inc. 42 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 Callers that Gave a Perfect Score for Customer Satisfaction within the past 90 days 80% 67.7% 60%...
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