HealthPlanHealthCare_Aspect

E occupancy not in percent 3 there are multiple

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Unformatted text preview: from the above definitions, the target how to achieve the best out of these agents and for utilization is 100% and it is a management minimize the wastage of staffing hours. challenge ensure that there are enough calls so that the agent can, in fact, be fully utilized during the time 4: Which kind of scheduling model will suit the best to allotted for call handling, namely Occupancy. achieve the highest rate of occupancy? 5: How to benchmark the average occupancy per agent and as per the center? Please help. 3. We have Occupancy and Utilization best practice statistics for 43 industries. Hope this helps. Also, regarding overall call center issues, I just finished a book entitled “Call Center Management – By the Numbers” and this details all the issues related to managing by a balanced scorecard of efficiency and effectiveness. See the bookstore on our Web site if you want a copy. Copyright © 141 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: “Service Improvement” Question How many co-browsing sessions must an agent conduct simultaneously in order to be cost-efficient? What are the recommendations to increase agent's productivity? What are the most commonly uses of chat? e.g. navigate through My Account page. What are the technical requirements (type of application, connectivity) to conduct a co-browsing session: from the agent and customer's perspective? Answer Answer: 1a) How many co-browsing sessions must an agent conduct simultaneously in order to be cost-efficient? Slim pickings here…not enough basic research completed to answer this great question. 1b) What are the recommendations to increase agent's productivity? There are scripting packages that make this exercise more efficient. 2) What are the most commonly uses of chat? e.g. navigate through My Account page Most chat is used in conjunction with self-service offerings, i.e., get the customer trying to find the answer themselves, but have a chat window open if they get lost trying. 3) What are the technical requirements (type of application, connectivity) to conduct a co-browsing session: from the agent and customer's perspective? These are tough questions since many of the actual details are still a “work in progress.” I’ll pass on this very excellent question…needs more research. What is an acceptable Service Level for a technical support program? 1) Service level for tech support 80% of calls answered in 40 seconds. What is an acceptable abandonment rate for an Internet sales program? 2) Abandon rate should not exceed 5% for internet sales What is an acceptable abandonment rate for a customer service program? 3) abandon rate should not exceed 3% for customer service programs. Do you have any information statistical or anecdotal regarding the organizations who use outbound welcome calls to contact newly acquired customers? Do they work, are they...
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