Call Center Service Level - North Carolina€¦ · Call Center – Service Level 0% 10% 20% 30% 40%...
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Call Center – Service Level 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Percent of Calls Answered in 30 sec or less Goal 65.1%
Transcript of Call Center Service Level - North Carolina€¦ · Call Center – Service Level 0% 10% 20% 30% 40%...
Call Center – Service Level
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Percent of Calls Answered in 30 sec or less Goal
65.1%
0
5
10
15
20
25
30
35
40
Tho
usa
nd
s Call Center – Incoming Calls
19,027
0%
5%
10%
15%
20%
25%
30%
35%
Call Abandonment Rate After 30 Sec Goal
3.3%
Call Center – Abandonment Rate
Call Center – Average Speed of Answer
0:00
1:00
2:00
3:00
4:00
5:00
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
Tim
e (m
m:s
s)
Avg Speed of Answer-Min:sec Goal
1:09
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0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
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10,000
20,000
30,000
40,000
50,000
60,000
70,000
Tim
e (D
ays)
Nu
mb
er o
f Pa
ges
Number of Pages Scanned Average Workdays to Image a Workflow Batch
Imaging – Pages Scanned and Turnaround Time
0
100
200
300
400
500
600
Number of Office Visitors Number of Individual Counseling Sessions
Educational Retirement Group – Visitors and Counseling Sessions
356
0
500
1000
1500
2000
2500
3000
3500
Educational Retirement Group – Correspondence Answered
1,875
0
1
2
3
4
5
6
Tim
e (
day
s)
Correspondence TAT Goal
Educational Retirement Group – Correspondence TAT
5.4
0
20
40
60
80
100
120
140
160
180
0
5
10
15
20
25
30
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Ave
rage
Att
end
ees
per
Mee
tin
g
Nu
mb
er o
f M
eeti
ngs
Employee Education (EE) Meetings Employer Education (ER) Meetings
Average Number of EE Attendees Average Number of ER Attendees
May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
Educational Retirement Group - Meetings
0
10
20
30
40
50
60
70
80
90
0
2
4
6
8
10
12
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Avera
ge A
tten
dees p
er
Meeting
Nu
mb
er o
f M
eeti
ngs
Webinars Average Number of Webinar Attendees
May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
Educational Retirement Group - Webinars
93%
94%
95%
96%
97%
98%
99%
100%
Pct Paid on time if app rec'd >= 60 days prior Goal
99.6%
Retirement Processing – 60 Day Paid On Time Rate
-
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
4,500 764
Retirement Processing – Retirements Requested
0
100
200
300
400
500
600
700
800
900
1000
480
Retirement Processing – Service Purchase Calculations
-
100
200
300
400
500
600
700
800
500
Retirement Processing – Estimates Requested
Benefit Processing – Disability Applications
-
50
100
150
200
250
300
350
400
450
500
Number of Re-Exams Received Number of New Disability Applications Received
407
0
100
200
300
400
500
600
700
800
900
1000516
Benefit Processing – Death Notifications
-
200
400
600
800
1,000
1,200
1,400
1,600 998
Benefit Processing – Refund Requests
266
268
270
272
274
276
278
280
282
284
286
Tho
usa
nd
s
283,955
Payroll Processing - Payees
$1,545
$1,550
$1,555
$1,560
$1,565
$1,570
$1,575
$1,580
$1,585
$1,590
$1,595
$1,600$1,580
Payroll Processing – Average Amount Paid
0
50
100
150
200
250
300
350
264
Overpayments – Cases Sent to Compliance Team
