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Call Center Statistics
|
|
Calls Received |
Calls Answered |
Calls Transferred |
Callbacks |
Calls Abandoned |
Calls Overflowed |
|
2001 |
120,535 |
111,956 |
61,027 |
N/A** |
7,702 |
877 |
|
2002 |
154,526 |
136,653 |
66,674 |
N/A** |
9,843 |
3,046 |
|
2003 |
214,685 |
188,501 |
86,606 |
N/A** |
18,493 |
7,676 |
2004 |
266,120 |
219,839 |
60,114* |
N/A** |
46,356 |
692 |
2005 |
191,648 |
185,711 |
N/A* |
N/A** |
5,397 |
540 |
2006 |
174,049 |
171,821 |
N/A* |
722 |
2,226 |
7 |
2007 |
199,316 |
181,324 |
96,020** |
2,196 |
17,985 |
7 |
|
2008 |
223,772 |
217,203 |
99,575 |
822 |
6,548 |
21 |
|
2009 |
213,566 |
207,741 |
65,435 |
797 |
5,797 |
28 |
|
2010 |
214,255 |
208,445 |
48,226 |
1,245 |
5,796 |
20 |
*In June 2004, the new phone system
was installed. There was no record of transferred calls.
**Starting March 2007, the phone system allowed us to track transferred calls again.
|
|
2003 |
2004 |
2005 |
2006 |
2007 |
2008 |
2009 |
2010 |
|
Grade of service |
87.80% |
82.61% |
96.90% |
98.73% |
91.07% |
97.08% |
97.28% |
97.30% |
|
Abandoned rate |
8.61% |
17.42% |
2.82% |
1.28% |
9.02% |
2.92% |
2.70% |
2.69% |
|
Overflowed rate |
3.58% |
0.26% |
0.28% |
0.00% |
0.00% |
0.01% |
0.01% |
0.01% |
|
|
02-03 Growth |
03-04 Growth |
01-05 Growth |
02-06 Growth |
07-08 Growth |
07-09 Growth |
09-10 Growth |
|
Calls Received |
38.93% |
23.96% |
59.00% |
12.63% |
12.27% |
7.15% |
0.32% |
|
Calls Answered |
37.94% |
16.62% |
65.88% |
25.74% |
19.79% |
14.57% |
0.34% |
|
Calls Abandoned |
87.88% |
150.67% |
501.87% |
-29.93% |
-63.59% |
-67.77% |
-0.02% |