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Tell me what the standard is for discarding abandon

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Unformatted text preview: udy on best practices in Agent Monitoring and Coaching, which explains all of your questions and more. Please check it out on our Web site bookstore, or contact MichaelFeinberg@BenchmarkPortal.com We are outsourcing customer service contact center and back office operations to our data processing technology provider. We plan to review recorded calls already. What software tools, vendors, and products would you recommend that would enable us to monitor live calls from our remote location? Thank you. Thank you for your question. We have just completed an extensive study on the best practices in Agent Monitoring and Coaching. It includes the “how” and the “what” and also has a complete list of vendors that supply this solution. Please check our Web site bookstore for details, or contact MichaelFeinberg@BenchmarkPortal.com We hear a lot about the need to measure agent performance metrics to better conduct coaching sessions. From your industry research, what are the top three agent performance measures? From our benchmark research, we have found that the most popular metrics used to measure and coach agent performance are: a) call quality monitoring (often voice and screen capture); b) attendance; c) call handle time; d) caller satisfaction results; and e) input accuracy. What are your thoughts on the impact of wireless headsets for the purposes of quality monitoring? Wireless headsets are excellent for the purposes of quality monitoring. Highly recommend checking this out. What performance metric is the most likely to be improved if we add agent monitoring or coaching software to our call center? I am specifically talking about software that records a conversation between a caller and an agent and captures the agent's screen during the call. Based on our research, call centers that use monitoring or coaching software show measurable improvement in average talk time, average after-call work time and the number of calls resolved on the first contact © Copyright 2005 BenchmarkPortal, Inc. 126 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 Q & A Category: “Call Routing” Question Answer Do you have information regarding reduction in call handle times associated with skills-based routing in call centers? Our benchmark research shows a possible 18 percent reduction in call handle times associated with the application of a skills-based routing package. The return on investment is usually rather large. This reduction in call handling time is even greater if the call center in question has the need for highly specialized call handlers and can easily identify several levels of call handling skills among its agents. I hear a lot about caller value segmentation. What is this and could you give me an example? With customer value segmentation you can pinpoint your best customers (i.e., for the airlines, those in the 100K-mile category)...
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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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