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U.S. Department of Health and Human Services

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Percent of phone calls with first contact resolution in the month (1)

Dictionary: Stakeholders often phone CTP with questions, concerns, or comments. CTP staff aims to resolve as many calls as possible on first contact. In 2011, CTP established its own internal call center. With the internal call center, CTP will be better able to respond to questions and comments and further direct calls within the Center when necessary. In the next year, CTP will be establishing a target for the percentage of phone calls with first contact resolution.

Information is current as of March 18, 2015

Fiscal Year - 2015

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TimeTargetPercent
Oct 2014N/A57
Nov 2014N/A56
Dec 2014N/A49
Jan 2015N/ATBD
Feb 2015N/ATBD
Mar 2015N/ATBD
Apr 2015N/ATBD
May 2015N/ATBD
Jun 2015N/ATBD
Jul 2015N/ATBD
Aug 2015N/ATBD
Sep 2015N/ATBD

FY 2015 Overall: 54%

Footnotes

  • (1) Phone calls with first contact solution are phone calls answered by FDA staff and response given; this statistic does not include phone calls received during non-business hours.

Number of phone calls with first contact resolution in the month (2)

Fiscal Year - 2015
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TimeTargetNumber
Oct 2014N/A329
Nov 2014N/A229
Dec 2014N/A205
Jan 2015N/ATBD
Feb 2015N/ATBD
Mar 2015N/ATBD
Apr 2015N/ATBD
May 2015N/ATBD
Jun 2015N/ATBD
Jul 2015N/ATBD
Aug 2015N/ATBD
Sep 2015N/ATBD

FY 2015 YTD: 763

Footnotes

  • (2) Phone calls with first contact solution are phone calls answered by FDA staff and response given; this statistic does not include phone calls received during non-business hours.

Number of phone inquiries received in the month

Fiscal Year - 2015
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TimeTargetNumber
Oct 2014N/A578
Nov 2014N/A409
Dec 2014N/A417
Jan 2015N/ATBD
Feb 2015N/ATBD
Mar 2015N/ATBD
Apr 2015N/ATBD
May 2015N/ATBD
Jun 2015N/ATBD
Jul 2015N/ATBD
Aug 2015N/ATBD
Sep 2015N/ATBD

FY 2015 YTD: 1,404

Glossary

Note: The data provided on this website is produced on an ongoing basis for performance management purposes and is subject to change due to updates of preliminary estimates, corrections, or other reasons. In addition, FDA may change the type or amount of data provided on this website at any time. Information marked as "Completed" may include measures and/or key projects for which activities are ongoing but no longer tracked as part of FDA-TRACK.