OSD 2019

CUSTOMER CONTACT CENTER (CCC) STATS / WEB STATS

CCC Call Stats

Data reflects January - November 2019

Customer Contact Center Employee of the Month January Missy Estep February Shannon Parker March Shannon Parker April Shannon Parker May Marcus Smith June LeeAnn Sanchez July Shannon Parker August LeeAnn Sanchez September LeeAnn Sanchez October LeeAnn Sanchez November Shannon Parker

Call Stats 2019

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

284

5,851

77,975 64,366

CCC Answer Rate

83% 2:35 5:05 156

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

Additional CCC Accomplishments and Highlights • Through November 2019 – 77,975 calls offered and 64,366 calls answered with an answer rate of 83%. The monthly target is 95%. • Through November 2019 – 156 Ring No Answers (RNAs) compared to 370 in 2018. RNAs occurs when an agent fails to answer a call after 4 rings and the call rolls to the next available agent. • Staffing fluctuations impacted departmental wait time and answer rate in 2019. • 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. • A structured New Hire Training Plan for the CCC was implented during 2019. • A new CCC Monthly Incentive Plan was implemented during 2019. Data reflects November 2018 - November 2019 Website Stats- www.workcomp.virginia.gov • Website Pageviews totaled: 754,335 • Top 5 links visited: WebFile, InjuredWorkers, Forms, Employers, Contact Us • Top 5 documents downloaded: Form61A, ClaimForm, EmployersWorkplace Notice, Medical Fee Schedules, and MFS Ground Rules