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Unformatted text preview: ite? and why? No...not necessarily...Facilitate the search and use on your Web site using a chat window. It is simple, effective, and low cost. BTW, the chat agent could easily be virtual in North American, or really anywhere. Would you recommend implementing a virtual assistant (i.e. an Avatar, not a real person but a graphic representation) to facilitate the Search and Use on the Website? and Why? Adding a “net-sage” to a Web site has become very popular. I have observed a number of Web site where such a virtual assistant does, in fact, improve the use of self-service search, and does get the Web visitor to their answer quicker. My answer would be that virtual assistants are definitively worth investigating. We have a technical support industry report that tracks both KPIs. Copyright © 149 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 Q & A Category: “Training Employees” Question Answer Do you have any benchmark data on the ratio of trainers to call center agents? The need for trainers will obviously vary with the complexity of the calls being handled and the amount of agent turnover. Across industries, the ratio of trainers to call center agents is one trainer to every fifty agents. Do you have any statistics around nesting v no nesting coming out of training? Any stats that nesting improves retention? Thank you, Wendy Roth Wendy, every study we have done on agent retention indicates that a well-designed nesting program coming out of training has a very substantial impact on lowering turnover...in several cases reducing it by over 50%. I would like to know if there is an industry standard or mathematical formula that should be used to set a realistic IVR baseline objective? I work in the customer service supporting external education and training customers for a large fortune 500 company. My quality team would like to establish an IVR baseline objective for 2005 using the results of a piloted external surveys conducted August through December 2004. In 2004, 137 completed surveys of 4000k opportunities resulted in ratings of 73.72% Very Sat, 86.13% Overall Sat and 90.36% Average Sat where ; Very Sat - measures against the number of 5's or Very Satisfied's we received Overall Sat - measures against the number of 4's and 5's or Sat and Very Satisfied's we received Average Sat - measures by taking the number you received for that rating multiplied by the rating (1 through 5) to equal a value then that value is divided by the number of actual surveys multiplied by 5 (highest possible rating). To answer your first question: There is no “silver bullet” formula for setting realistic IVR baseline objectives. The best way is to benchmark your company’s performance against a peer group of companies....this is what BenchmarkPortal does in detail. I am a member of Benchmark Portal and have found a ton of great information on the website...
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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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