HealthPlanHealthCare_Aspect

Yes no 10000 000 10000 000 10 how many minutes of

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Unformatted text preview: me Equivalents (FTEs) © Copyright 2005 BenchmarkPortal, Inc. 60 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 5: Detailed Benchmark Results of the Health-Plan/Health-Care Industry Health-Plan/ Health-Care Industry Average 66.81% 3.66% 8.09% 3.81% 2.29% 4.88% 5.68% 1.03% 3.75% $20,112,345 $19,860,182 6.38 $9.06 13. What percentage of your ongoing costs is for: Human Resources - salary, benefits, etc. Human Resources - recruiting, screening, training Telecommunications phone charges Computer hardware Computer software Telecommunications equipment Real estate (floor space) Outsourced calls Other 68.23% 4.13% 6.81% 3.01% 2.08% 6.51% 4.71% 0.68% 3.84% 6.71 Call Center Costs Best of Health-Plan/ Health-Care Industry Average $4.68 14. What is the total annual budget for your call center for this year? Annual Budget 15. How much are you paying the telephone company for your toll-free calls? 16. What is your average cost per call in dollars? Average Cost per Call 61 Copyright © Cents per minute 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 Health-Plan/ Health-Care Industry Average 3.80% 77.49% 1.93% 81.18% 88.06% 89.39% 30.43% 4.06% 87.01% 1.38% 81.33% 91.86% 90.06% 44.50% 7.14% 92.86% 8.33% 91.67% 12.50% $3.48 $10.00 0.75 37.00 $0 $0.00 $0.00 36.54 18. Over the past 90 days, what were your average inbound performance percentage-based metrics? Average abandoned in percent Calls resolved on first call in percent Calls blocked in percent Agent occupancy in percent Adherence to schedule in percent Average attendance in percent Percentage of calls that result in a sale 19. Does your call center do any up-selling/cross-selling? Yes No 24.28 27.38 4.49 1.24 39.80 86.54 $125.00 $5.69 $37.83 0.40 25.93 $442,320 $0.00 $1,843.00 17. Over the past 90 days, what were your average inbound performance time-based metrics? 80% of your calls are answered, on average, in how many seconds Average speed of answer in seconds Average talk time in minutes (includes hold time) Average after call work time in minutes Average time in queue in seconds Average time before abandoning in seconds Average sales value 28.79 41.36 4.30 2.44 54.46 100.11 $651.50 8.24% Call Center Performance Measures Best of Health-Plan/ Health-Care Industry Average 22.36 20. What percentage of calls give rise to up-sell/cross-sell opportunities? 21. What are your outbound performance metrics? Cost per call in dollars Cost per sale Sales per hour Contacts per hour Average sales revenue per TSR per year Average revenue collected per seat per shift Average sales revenue per seat per shift 22. What is your average data entry error rate per thousand calls? Errors per 1,000 calls © Copyright 2005 BenchmarkPortal, Inc. 62 This report is for internal Aspect use only. Distribution of this Report outside of Aspect...
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