| Major Changes Quarterly Reporting Template for Call Center Modifications |
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OMB Number: 0584-0579
Expiration Date: 04/30/2023 |
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| Fiscal Year: |
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| State Name: |
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| State Contact Person: |
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| Contact Person's E-mail Address: |
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| Contact Person's Telephone Number: |
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| Date Major Change Implemented: |
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Before completing this worksheet, please work with FNS HQ to determine what type of sub-state level data is appropriate for your major change
DATA ELEMENTS
Please hover over any data element field for more detail of what is requested as needed |
BASELINE PERIOD |
1ST QUARTER POST IMPLEMENTATION |
2ND QUARTER POST IMPLEMENTATION |
3RD QUARTER POST IMPLEMENTATION |
4TH QUARTER POST IMPLEMENTATION |
X QUARTER POST IMPLEMENTATION (as needed) |
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| Call Center Metrics |
The total number of calls received by the State prior to implementation of the non-merit staffed call center |
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| The total number of calls received at the call center |
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| Total number of calls answered |
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Calls where the client hangs up before their call is answered.
Total number of abandoned calls |
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Calls that were cut off before they were completed, due to technical reasons.
Total number of dropped calls |
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| Of the total number of calls received at the call center, provide the number of calls transferred to merit system personnel |
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Call center staff time that is not spent on a call. Expressed as a percentage of logged in time.
Total call idle time |
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A call that is unable to be completed because of a busy condition. Indication that there are not enough trunks.
Total blocked calls |
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The length of time a client has to wait on the line to speak with someone.
Average wait time |
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Add up total talk time, total hold time, and total wrap-up time post-call, and divide it by the total number of calls handled in that time frame.
Average handle time |
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I.e. The amount of time the client has to wait to talk to anyone after dialing.
Average time a client has to initially wait for call to be answered |
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| Average length of client calls |
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| Average time a client has to initially wait for a call to be answered by non-merit staff |
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| Average length of client calls with non-merit staff |
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| Average time a client has to wait to be transferred to a merit staff member |
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| Average length of client calls with merit staff |
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| Average client wait time for abandoned calls |
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| Total number of merit personnel employed by the State agency |
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| Total number of non-merit staff employed in the call center |
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| The purpose of SNAP client calls made to the center, broken down by percentage (please refer to FNS response letter for details on what this field must include) |
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| Certification Metrics |
Total number of denied applications |
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| Total number of applications denied due to missed client interview |
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| Client Impact |
It is up to the State to determine how this section is reported in order to best fit into current state customer satisfaction metrics. This section of the template can be modified as needed.
Customer satisfaction based upon surveys to measure the impact of the non-merit staffed call center |
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