| 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 |
This page details the performance of the Cuyahoga County Department of Health and Human Services Contact Center. Measures include
- Number of Answered Calls, which represents the number of individuals who reached a caseworker using the contact center number to apply, renew, or report a change on their case,
- Real-time Eligibility Rate (formerly First Time Resolution Rate), or 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, which represents the average length of time an individual had to wait to speak with a caseworker,
- Average Handle Time, which represents the average length of time an individual spends on the phone with a caseworker as well as the amount of wrap-up time the caseworker needs after completing the call with the client, and
- Abandon Call Rate, which 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.
Data are reported by the Cuyahoga County Division of Job and Family Services on a quarterly basis.
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 2018, 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 February 2019, the Division of Job and Family Services instituted organizational changes and a new call routing protocol that have produced improvements in call center performance. These improvements can be seen in the data for the second quarter of 2019.
| Calls Answered - Comparative Analysis |
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| Real-time Eligibility Rate (Medicaid) - Comparative Analysis |
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| Real-time Eligibility Rate (SNAP) - Comparative Analysis |
Call Details - Quarterly Performance |
Call Wait Times - Quarterly Performance |
Real-Time Eligibility - Quarterly Performance |
Data Source |
Cuyahoga County: Cuyahoga County Division of Job and Family Services
Comparative Analysis: Ohio Benefits
Measure Data |
| Series | Q3-19 |
|---|---|
| Total Calls | 251,945 |
| Total Calls - YTD | 676,112 |
| Abandoned Calls | 84,641 |
| Abandon Calls - YTD | 254,909 |
| Abandonment Rate | 33.60% |
| Abandonment Rate - Average YTD | 38.10% |
| Answered Calls | 167,304 |
| Answered Calls - YTD | 421,203 |
| Real-time Eligibility (Medicaid) | 66.30% |
| Real-time Eligibility (Medicaid) - YTD | |
| Real-time Eligibility (SNAP/TANF) | 66.30% |
| Real-time Eligibility (SNAP/TANF) - YTD | |
| Call Wait Time (minutes) | 18.30 |
| Call Wait Time (minutes) - Average YTD | |
| Call Handle Time (minutes) | 16.10 |
| Call Handle Time (minutes) - Average YTD | |
| Call Handle Time (minutes) - Target |