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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 - 2013

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TimeTargetPercent
Oct 2012N/A41
Nov 2012N/A42
Dec 2012N/A45
Jan 2013N/A58
Feb 2013N/A38
Mar 2013N/A36
Apr 2013N/A31
May 2013N/A27
Jun 2013N/A35
Jul 2013N/A14
Aug 2013N/A50
Sep 2013N/A48

FY 2013 Overall: 39%

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
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TimeTargetNumber
Oct 2012N/A112
Nov 2012N/A70
Dec 2012N/A89
Jan 2013N/A192
Feb 2013N/A101
Mar 2013N/A122
Apr 2013N/A147
May 2013N/A89
Jun 2013N/A118
Jul 2013N/A36
Aug 2013N/A162
Sep 2013N/A214

FY 2013 Total: 1,452

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
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TimeTargetNumber
Oct 2012N/A273
Nov 2012N/A168
Dec 2012N/A197
Jan 2013N/A332
Feb 2013N/A267
Mar 2013N/A339
Apr 2013N/A473
May 2013N/A327
Jun 2013N/A336
Jul 2013N/A266
Aug 2013N/A321
Sep 2013N/A444

FY 2013 Total: 3,743

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.