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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 December 31, 2013

Fiscal Year - 2011

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TimeTargetPercent
Oct 2010N/A20
Nov 2010N/A34
Dec 2010N/A13
Jan 2011N/A33
Feb 2011N/A54
Mar 2011N/A44
Apr 2011N/A54
May 2011N/A39
Jun 2011N/A55
Jul 2011N/A58
Aug 2011N/A63
Sep 2011N/A55

FY 2011 Overall: 46%

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 - 2011
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TimeTargetNumber
Oct 2010N/A17
Nov 2010N/A17
Dec 2010N/A16
Jan 2011N/A44
Feb 2011N/A87
Mar 2011N/A82
Apr 2011N/A51
May 2011N/A85
Jun 2011N/A103
Jul 2011N/A83
Aug 2011N/A119
Sep 2011N/A76

FY 2011 Total: 780

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 - 2011
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TimeTargetNumber
Oct 2010N/A83
Nov 2010N/A50
Dec 2010N/A126
Jan 2011N/A134
Feb 2011N/A161
Mar 2011N/A186
Apr 2011N/A95
May 2011N/A217
Jun 2011N/A188
Jul 2011N/A142
Aug 2011N/A189
Sep 2011N/A137

FY 2011 Total: 1,708

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.