1. Customer Service Performance Update Community Advisory Committee
July 11, 2017

2. ALTA Staffing

3. Technology Updates Call Back feature implemented in April Text to Chat
Triggered when point of answer reaches 3 minute average
Text to Chat
Reviewing options to implement text to chat options

4. ALTA Performance Standard May 2017 YTD *as of May 2017 Offered Calls -
50,102
529,667
Answered Calls
46,142
444,114
Average Hold Time
180 sec 80
132
Calls On Hold > 5 Min
10%
8.1%
15.3%
Average Call Duration
300 sec
340
313
Abandoned Calls
4.3%
7.2%

5. Point of Answer YTD

6. Calls Offered by Time of Day

7. Reducing Call Volume WMR App Implementation ETA’s to Providers
Full implementation, September 30th
ETA’s to Providers
OMC for immediate needs
Online options
Eligibility Applications
Comments & Complaints
Review Call Types
Decrease hold and handle times