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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 September 30, 2014

Fiscal Year - 2014

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TimeTargetPercent
Oct 2013N/A33
Nov 2013N/A54
Dec 2013N/A54
Jan 2014N/A66
Feb 2014N/A69
Mar 2014N/A70
Apr 2014N/A57
May 2014N/A56
Jun 2014N/A37
Jul 2014N/A68
Aug 2014N/A72
Sep 2014N/A67

FY 2014 Overall: 62%

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 - 2014
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TimeTargetNumber
Oct 2013N/A151
Nov 2013N/A145
Dec 2013N/A79
Jan 2014N/A123
Feb 2014N/A68
Mar 2014N/A218
Apr 2014N/A76
May 2014N/A42
Jun 2014N/A11
Jul 2014N/A316
Aug 2014N/A605
Sep 2014N/A453

FY 2014 Total: 2,287

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 - 2014
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TimeTargetNumber
Oct 2013N/A452
Nov 2013N/A271
Dec 2013N/A147
Jan 2014N/A185
Feb 2014N/A99
Mar 2014N/A310
Apr 2014N/A134
May 2014N/A75
Jun 2014N/A30
Jul 2014N/A466
Aug 2014N/A845
Sep 2014N/A673

FY 2014 YTD: 3,687

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.