calls and office visits: january 2016€¦ · • attended caring for municipal records...

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1 Operations Update February 2016 Calls and Office Visits: January 2016 Calls and In-person Assistance total: - Inbound calls: 4,133 answered calls (18.5% ↓ from 2015) - Speed of answer: 39 seconds (9 seconds over goal due to BSC plan year rollover error) - Abandonment rate: 3.3% (.3% over goal due to BSC plan year rollover error) - In-person assistance: 1,139 members (15% ↓ from 2015) Operations Update February 2016 4133 - 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 2015 2016 Open Enrollment Inbound Calls: January 2016 Calls

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