2018 OSD Year In Review

Customer Contact Center (CCC) Metrics

Customer Contact Center (Thru Dec 2018)

2018

Average Calls Per Day

343

Average Calls Per Month

7,260

Total Calls Offered

87,117

Total Calls Answered

81,343

Answer Rate

93%

Average Wait Time

:48

Average Handle Time

5:07

Ring No Answers (RNAs)

370

Other Customer Contact Center Accomplishments

Date

March, June, September

Quarterly Departmental Meetings

Additional CCC Accomplishments and Highlights

 Through December 2018 – 87,117 calls offered and 81,343 calls answered with an answer rate of 93%. Monthly target is 95%  Through December 2018 – 370 Ring No Answers (RNAs) compared to 361 for year of 2017. RNAs occurs when an agent fails to answer a call after 4 rings and the call rolls to the next available agent.  Through December 2018 - 343 Average Calls Per Day  Through December 2018 – 7,260 Average Calls Per Month  Staffing fluctuations and higher call volume was evident in 2018.  QA averages increased throughout the year to a high of 98% in December.  CCC Finesse Wrap-Up Code percentages increased throughout the year to 96.5%. This metric tracks the type of calls being handled by each agent.  Several CASPER enhancement recommendations from the CCC were approved for Production.

2018 OSD Departmental Highlights

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