12%
2021 Contact Center Metrics Survey
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Please provide your contact information
First Name
Last Name
E-mail Address
Company Name (please use name as to be presented in the list of participating companies)
Which type of Dental Benefit products does your company currently offer? (Check all that apply)
DHMO
DEPO
DPPO
Dental Indemnity
Discount Dental/Dental Savings Plan
Hybrid (mixed) product
Medicare Advantage
Other (please describe)
Contact Center Organization
Do all Call Center inquires go to one Call Center or Customer Contact Organization?
Yes
No
When an inquiry comes to your company's Contact Center Organization, how is it routed? For example, your contact center may be structured by region, by product, by source of contact and so on. (Check all that apply)
By product
By region
By size of employer
By employer (For example, A Walmart-oriented team)
Other
Please describe
When a customer contacts your Call Center, how do you identify that customer?
Member number
Group number
Social Security Number
Phone number
Personal Identification Number
Website registration (user name and password)
Other
How can a customer find their identification credentials if needed?
Does your company staff and operate its Contact Center Organization and/or outsource the function to a third party vendor? (Select all that apply)
Staff and Manage telephone customer service
Staff and Manage web and app-based customer serviceĀ
Use a vendor to operate telephone customer service
Use a vendor to operate web and app-based customer service
Other
please describe
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