2020 OSD Year In Review

CUSTOMER CONTACT CENTER (CCC) STATS / WEB STATS

CCC Call Stats

Data reflects January - December 2020

Customer Contact Center Employee of the Month January DeannDrea Fleming February DeannDrea Fleming March LeeAnn Sanchez April LeeAnn Sanchez May LeeAnn Sanchez June DeannDrea Fleming July DeannDrea Fleming August Tamara Wynn September LeeAnn Sanchez October LeeAnn Sanchez

Call Stats 2020

Average Calls Per Day Average Calls Per Month Total Calls Offered Total Calls Answered

245

6,206

74,469 60,480

CCC Answer Rate

81% 2:29 5:27 256

Average Wait Time for Customer Average Handle Time of Call Amount of Ring No Answers

Additional CCC Accomplishments and Highlights • Through December 2020 – 74,469 calls offered and 60,480 calls answered with an answer rate of 81%. The monthly target is 95%. • QA averages maintained throughout the year at average of 98%. • CCC Finesse Wrap-Up Code percentages increased throughout the year to 98%. This metric tracks the type of calls being handled by each agent. • Several CASPER enhancement recommendations from the CCC were approved for production.

Website Stats workcomp.virginia.gov

Data reflects January 1, 2020 - December 27, 2020

• Website Pageviews totaled: 730,862 • Top 5 links visited: WebFile, InjuredWorkers, VWC Forms (Most Visited Form: Claim Form), Contact the Commission, Employers • Top 5 documents downloaded: Claim Form, Form 61A, Medical Fee Schedules, Employers Workplace Notice Form, Rejection of Coverage Form

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