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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.

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Resource Center Update

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  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

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