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2018 OSD Departmental Highlights
pg. 5
Customer Contact Center (CCC) Metrics
Customer Contact Center (Thru Dec 2018)
2018
Average Calls Per Day
343
Average Calls Per Month
7,260
Total Calls Offered
87,117
Total Calls Answered
81,343
Answer Rate
93%
Average Wait Time
:48
Average Handle Time
5:07
Ring No Answers (RNAs)
370
Other Customer Contact Center Accomplishments
Date
Quarterly Departmental Meetings
March, June,
September
Additional CCC Accomplishments and Highlights
Through December 2018 – 87,117 calls offered and 81,343 calls answered with an answer rate
of 93%. Monthly target is 95%
Through December 2018 – 370 Ring No Answers (RNAs) compared to 361 for year of 2017. RNAs
occurs when an agent fails to answer a call after 4 rings and the call rolls to the next available
agent.
Through December 2018 - 343 Average Calls Per Day
Through December 2018 – 7,260 Average Calls Per Month
Staffing fluctuations and higher call volume was evident in 2018.
QA averages increased throughout the year to a high of 98% in December.
CCC Finesse Wrap-Up Code percentages increased throughout the year to 96.5%. This metric
tracks the type of calls being handled by each agent.
Several CASPER enhancement recommendations from the CCC were approved for Production.