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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 May 30, 2014

Fiscal Year - 2012

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TimeTargetPercent
Oct 2011N/A65
Nov 2011N/A67
Dec 2011N/A69
Jan 2012N/A66
Feb 2012N/A74
Mar 2012N/A83
Apr 2012N/A76
May 2012N/A82
Jun 2012N/A73
Jul 2012N/A68
Aug 2012N/A50
Sep 2012N/A49

FY 2012 Overall: 65%

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 - 2012
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TimeTargetNumber
Oct 2011N/A122
Nov 2011N/A116
Dec 2011N/A134
Jan 2012N/A211
Feb 2012N/A127
Mar 2012N/A126
Apr 2012N/A177
May 2012N/A103
Jun 2012N/A125
Jul 2012N/A230
Aug 2012N/A162
Sep 2012N/A214

FY 2012 Total: 1,847

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 - 2012
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TimeTargetNumber
Oct 2011N/A189
Nov 2011N/A172
Dec 2011N/A195
Jan 2012N/A320
Feb 2012N/A171
Mar 2012N/A151
Apr 2012N/A234
May 2012N/A126
Jun 2012N/A172
Jul 2012N/A337
Aug 2012N/A321
Sep 2012N/A441

FY 2012 Total: 2,829

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.