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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 - 2012

Time	Target	Number
Oct 2011	N/A	122
Nov 2011	N/A	116
Dec 2011	N/A	134
Jan 2012	N/A	211
Feb 2012	N/A	127
Mar 2012	N/A	126
Apr 2012	N/A	177
May 2012	N/A	103
Jun 2012	N/A	125
Jul 2012	N/A	230
Aug 2012	N/A	162
Sep 2012	N/A	214

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

Time	Target	Number
Oct 2011	N/A	189
Nov 2011	N/A	172
Dec 2011	N/A	195
Jan 2012	N/A	320
Feb 2012	N/A	171
Mar 2012	N/A	151
Apr 2012	N/A	234
May 2012	N/A	126
Jun 2012	N/A	172
Jul 2012	N/A	337
Aug 2012	N/A	321
Sep 2012	N/A	441

FY 2012 Total: 2,829