12%

2021 Contact Center Metrics Survey

Questions marked with a * are required

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

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 service

Use a vendor to operate telephone customer service

Use a vendor to operate web and app-based customer service

Other

please describe