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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 November 30, 2012

• FY 2011
• FY 2012
• FY 2013
• All

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 - 2013

Time	Target	Number
Oct 2012	N/A	112
Nov 2012	N/A	70
Dec 2012	N/A	TBD
Jan 2013	N/A	TBD
Feb 2013	N/A	TBD
Mar 2013	N/A	TBD
Apr 2013	N/A	TBD
May 2013	N/A	TBD
Jun 2013	N/A	TBD
Jul 2013	N/A	TBD
Aug 2013	N/A	TBD
Sep 2013	N/A	TBD

FY 2013 YTD: 182

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 - 2013

Time	Target	Number
Oct 2012	N/A	273
Nov 2012	N/A	168
Dec 2012	N/A	TBD
Jan 2013	N/A	TBD
Feb 2013	N/A	TBD
Mar 2013	N/A	TBD
Apr 2013	N/A	TBD
May 2013	N/A	TBD
Jun 2013	N/A	TBD
Jul 2013	N/A	TBD
Aug 2013	N/A	TBD
Sep 2013	N/A	TBD

FY 2013 YTD: 441