Staffing the Call Center

o r e b 1500 Inbound m u N 1000 Outbound 500 0 FY 2014-2015 The Office on Aging website has had a steady increase in users since January 2013. The online resource directory page is consistently the second most viewed OOA webpage every month, suggesting that the community is augmenting traditional phone usage with online resources. The website needs updating in content and technology to reflect that current users are more technologically proficient and expect current information to be posted. An on-line chat function would also enhance the functionality of the website. Staffing the Call Center The OOA software statistics shows that the Call Center handles an average of 80-90 calls per day. While the average length of each call is 3-4 minutes, some callers are on hold for half an hour or more, depending upon staffing levels. During peak periods, particularly at winter holiday time, it receives as many as 120 calls per day. A wall mounted screen displays a running total of the number of calls handled that day and also shows the number of calls which went unanswered. During a visit to the Call Center 40 calls were answered, while seven were unanswered for a 15% abandonment rate. Call Center personnel confirmed that this is typical, but that the target for unanswered calls is 10%. 2015-2016 Orange County Grand Jury