Phone Support Statistics
| 2011-2012 | Offered | Answered | % Abandoned | Wait Time | Handle Time | First Call Resolution |
|---|---|---|---|---|---|---|
| September | 15,741 | 12,831 | 18.41% | 1:00 | 2:02 | 61.06% |
| October | 12,784 | 11,780 | 17.96% | 0:27 | 1:55 | 62.04% |
| November | 16,330 | 10,714 | 12.45% | 2:04 | 2:11 | 67.09% |
| December | 11,161 | 9,800 | 11.37% | 0:49 | 2:01 | 65.66% |
| January | 37,812 | 20,132 | 38.41% | 2:18 | 2:26 | 67.68% |
| February | ||||||
| March | ||||||
| April | ||||||
| May | ||||||
| June | ||||||
| July | ||||||
| August | ||||||
| Total | 93,828 | 65,257 | 19.72% | 1:19 | 2:07 | 64.71% |
Historical Comparison
Calls Offered - Total calls presented to the queue.
2010-2011: 321,663
2009-2010: 334,022
2008-2009: 425,550
Calls Answered - Total calls answered by an agent from the queue.
2010-2011: 198,894
2009-2010: 220,911
2008-2009: 227,296
Abandonment Rate - Percent of calls abandoned by customers due to wait time.
2010-2011: 25.59%
2009-2010: 23.97%
2008-2009: 29.26%
Agent Handle Time - Average talk time per agent while serving a customer.
2010-2011: 2:16
2009-2010: 2:17
2008-2009: 2:56
Wait Time Before Answer - Average wait time for the customer before a call is answered by an agent.
2010-2011: 2:05
2009-2010: 2:17
2008-2009: 3:21
First Call Resolution - Percentage of calls answered by an agent at the Information Center without transferring to another department.
2010-2011: 76.79%
2009-2010: 74.62%
2008-2009: 69.36%
Contact
Michael Tribble, Information Center Coordinator
michael.tribble@tccd.edu
817-515-8950
Updated February 9, 2012