| Contact 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
- 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,
- Abandon Calls, which represents the number of individuals who hung up prior to being able to speak to a caseworker concerning their issue
- Abandonment Rate, which represents the percent of total calls where individuals hung up prior to being able to speak to a caseworker concerning their issue, and
- Answer Rate, which represents the percent of total calls where individuals reached a caseworker using the contact center number to apply, renew, or report a change on their case
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 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? | |
Cuyahoga Job & Family Services experienced an average of 20,000 more calls offered to the Contact Center per month during Q3-21 as compared to Q2-21. Overall, this was a 36% increase. The increased call volume resulted in a significant decrease of 14% in Answer Rate from Q2-21 to Q3-21, as well as a 7.8 minute increase in Average Speed of Answer. Although the Contact Center answer rate decreased, the agency was still able to answer over 16,000 more calls during Q3-21 when compared with Q2-21.
| Real-time Eligibility Rate (SNAP) - Comparative Analysis |
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| Real-time Eligibility Rate (Medicaid) - Comparative Analysis |
Performance Target |
Abandonment Rate (Quarterly): 25%
Call Wait Time (Quarterly): 15
Call Handle Time (Quarterly): 18
Real-Time Eligibility - Medicaid (Quarterly): 76%
Real-Time Eligibility - SNAP/TANF (Quarterly): 68%
Call Details - Quarterly Performance |
Call Wait Times - Quarterly Performance |
Real-Time Eligibility - Quarterly Performance |
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| Calls Answered - Comparative Analysis |
Attachments |
Data Source |
Cuyahoga County
Cuyahoga County Job and Family Services
Comparative Analysis
- Month of update: January
Data table abbreviated due to number of measures. See attachment full data table.
Measure Data | Last Calculated an hour ago |