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Unformatted text preview: fer to a call center as having a “robust agent desktop.” What technology must be in place to ensure that an agent’s desktop is robust? A robust agent desktop has at least the following technology attributes: 1) screen pops with caller information, 2) value-and skills-based routing, 3) a caller-tracking CRM system, 4) easy access to product knowledge, 5) ready access to computer-based, self directed training, 6) automated agent monitoring software, 7) onscreen information for agents about the number of callers in queue and average talk time. We are working feverishly on integrating our Web site with our call center. Have you seen any benchmarking statistics on Web sites that would give us some performance norms to set as our goal? About six months ago, we began a study to quantify the customer relationship value of commercial Web sites. Using a specially designed report card with an exhaustive list of possible Web site features, we visited and scored 80 Web sites and found even the best sites sadly lacking in the design and implementation of mission-critical features. When you are finished with the first phase of your Web site launch, we would be glad to score your site, and compare it to others in a true benchmark. © Copyright 2005 BenchmarkPortal, Inc. 138 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question What is your suggested method of calculating the average cost of an on-line transaction? Answer We have seen several ways to determine the cost per Web hit. The most common one that I have seen requires two steps. First, take the total initial cost to build the Web site and amortize this figure over three years. To this annual amortization value add the annual maintenance cost. This should give you a fairly consistent annual cost to operate your Web site. Then take the total number of visitors who actually perform on-line transactions, such as downloading brochures or purchasing products, and divide that figure into the total cost for the same time period. This number can be as low as 50 cents per transaction, if not lower. Q & A Category: “Real-Time Expert Help” Question Answer What is the span-of-control for supervisors to manage In a recent poll of approximately 1,000 call center team leaders? managers, we asked about their staffing models regarding supervisors, team leaders, and customer service representatives (CSRs). The most common span-of-control for supervisors was to manage five team leaders. The most common span-of-control for team leaders was to manage 15 CSRs. It was surprising to see that in a little over 11% of the cases, the span-ofcontrol for team leaders was to manage as many as 25 CSRs. Copyright © 139 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: “Reporting” Question Answer Is there an industry st...
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