1 / 8

Resource Center Update

This update provides information on the performance of the resource center for November 2009, December 2009, and January 2010, including call statistics and call handling workflow.

sclafani
Download Presentation

Resource Center Update

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Resource Center Update February 20, 2010

  2. November 2009 • Calls Handled…….7,579 • Service Level……..98.8% • Abandonment…..2.5% • Hold Time………….8 seconds • Call Resolution…..68.2%

  3. December 2009 • Calls Handled…….7,694 • Service Level……..99.0% • Abandonment……1.8% • Hold Time…………..8 seconds • Call Resolution…..62.7%

  4. January 2010 • Calls Handled…….7,068 • Service Level……..98.2% • Abandonment…..3.0% • Hold Time………….11 seconds • Call Resolution…..65.9%

  5. Call Handling Workflow Incoming Call Greeting Member Look-up Update Contact Information Address Issue or Answer Question Resolve Add Value If Appropriate Track Call & Note In UnionWare Closing YES End Call NO Determine Ownership Create Referral in UnionWare Track Call & Note In UnionWare Closing

  6. Closed Referral Report - Sample

  7. Resource Center Update February 20, 2010

More Related