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Call Center Metrics- Provide a superior customer experience |
Strategic Priorities |
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14.1 Consistently provide an excellent customer experience
- Provide a superior customer experience
About this measure |
Measures on this page detail the performance of the Cuyahoga County Department of Health and Human Services Contact Center. The Number of Answered Calls measure represents the number of individuals who reached a caseworker using the contact center number to apply, renew, or report a change on their case. First Time Resolution Rate is the percentage of customers who receive a resolution on their case during the call. Resolution is defined as when a benefit application is authorized during a call as reported by the caseworker For first-time resolution, this means that an interview was completed and a benefit application was authorized during the caseworker's call with the applicant. Average Wait Time represents the average length of time an individual had to wait to speak with a caseworker. Average Handle Time represents the average length of time an individual spends on the phone with a caseworker. Finally, Abandon Call Rate represents the number of individuals who hung up prior to being able to speak to a caseworker concerning their issue. When combined these measures provide insight to the customer experience when calling the contact center for benefit assistance. Number of answered calls and first time resolution rates reported for peer communities is provided by Ohio Benefits.
Why is this important? |
Improving the customer experience, while treating every person with dignity, respect, and empathy is critically important. Allowing individuals to call in to speak with their case workers allows for improved access to services for the public. In 2018, Cuyahoga County represented 11% of residents in the state, but received over 24% of the calls.
How are we making an impact? |
The Division of Job and Family Services continues to work with the Ohio Department of Job and Family Services to expand the number of services accessible through the contact center and engage community partners to provide education and outreach to the community on this method of service delivery. Cuyahoga County added SNAP application processing to the call center in September, which increased call volume dramatically. Call wait times and handle times also increased with the additional volume. However, there was a continued focus on providing first-time resolution to calls. In 2018, real-time eligibility occurred for 81% of Medicaid recipients and 69% of SNAP recipients. This is higher than the state average for real-time eligibility of 64% for Medicaid and 54% for SNAP.
Reporting Agency |
Cuyahoga County Division of Job and Family Services
Additional Resources |
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Calls Answered - Comparative Analysis |
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First Time Resolution Rate (Medicaid) - Comparative Analysis |
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First Time Resolution Rate (SNAP) - Comparative Analysis |
Call Details - Current Performance |
Call Wait Times - Current Performance |
First Time Resolution Rate - Current Performance |
Measure Data |
| Series | Q1-19 |
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| Total calls | 200,240 |
| Total calls YTD | 200,240 |
| Total calls Target | |
| Abandoned calls | 98,183 |
| Abandon calls YTD | 98,183 |
| Abandon calls Target | |
| Abandonment rate | 48.50% |
| Abandonment rate YTD Avg | 48.50% |
| Abandonment rate Target | |
| Answered calls | 102,057 |
| Answered calls YTD | 102,057 |
| Answered calls Target | |
| Call center first time resolutions (Medicaid) | 74.00% |
| Call center first time resolutions (Med.) YTD | 74.00% |
| Call center first time resolutions (Med.) Target | |
| Call center first time resolutions (SNAP/TANF) | 67.00% |
| Call center first time resolutions (SNAP/TANF) YTD | 67.00% |
| Call center first time resolutions (SNAP/TANF) Tgt | |
| Call wait time (min.) | 26.50 |
| Call wait time YTD Avg (min.) | 26.50 |
| Call wait time Target | |
| Call handle time (min.) | 21.60 |
| Call handle YTD Avg (min.) | 21.60 |
| Call handle time Target |