Industry standards

[marton19]

I wonder if anyone can help in identifying the industry standards for measurements such as ASA, abandonment rate, AHT, etc., within the healthcare industry.

[mdbabb]

Service level would depend on what areas in healthcare are supported by your call center. Our call center handles clinical calls and member services. Feel free to email me at michelle.d.babb@kp.org and I can provide you with information about standard service levels.

[marton19]

Thanks, Michelle for your response. We have 2 queues in our call center. One for member services and one for providers. We do not offer clinical info. Member info can be anything re benefits, reimbursements, requests for materials, etc. Provider calls (85%)usually center around claims info.

Can I get more specific info based on this?

[mdbabb]

For provider and member services type calls, 80/30 is the typical service level. An acceptable abandon rate with this service level would be 4%. Your AHT would vary depending on the types of calls, since generally providers call for information for more than one member so your AHT will be signficantly higher (around 2 minutes higher). Depending on your volumes, if you currently do not offer self-service IVR options to your callers, you might want to consider evaulating the addition of this for simple, first resolution calls like "Is this person actively enrolled?" or "has my claim been paid cause I just got a bill from the provider".

Hope this helps.