1. Resource Center Update
February 20, 2010

2. November 2009 Calls Handled…….7,579 Service Level……..98.8%
Abandonment…..2.5%
Hold Time………….8 seconds
Call Resolution…..68.2%

3. December 2009 Calls Handled…….7,694 Service Level……..99.0%
Abandonment……1.8%
Hold Time…………..8 seconds
Call Resolution…..62.7%

4. January 2010 Calls Handled…….7,068 Service Level……..98.2%
Abandonment…..3.0%
Hold Time………….11 seconds
Call Resolution…..65.9%

5. Call Handling Workflow
Incoming Call
Greeting
Member Look-up
Update Contact Information
Address Issue or Answer Question
Resolve
Add Value
If Appropriate
Track Call & Note
In UnionWare
Closing
YES
End Call NO
Determine Ownership
Create Referral in UnionWare
Track Call & Note
In UnionWare
Closing

7. Closed Referral Report - Sample
Member ID
First Name
Last Name BU
DLC
Agency
Work Address
Work City
Work State
Work Zip
TRACY
GRAY 4
722
Youth Authority
9110 Central Ave South
Los Angeles CA
90002
157816
VERNESSA
SIMS
Fair Employment & Housing
611 6th St West
90017
191801
RHONDA
GONZALEZ 1
Calif Science Center
700 State Dr
90037
Sub Type
Status
Start Date
Created By
Referred To
Due Date
Resolved Date
Resolved Text
Note
Out-of-Class Pay
REFERRED
1/6/2010
ANNA RODRIGUEZ
JUAN MARTINEZ
1/7/2010
1/11/2010
Follow-up Completed
Text….
Grievance Procedures
1/12/2010
NEVENA SELJAK
1/13/2010
Health and Safety
1/15/2010
1/18/2010
1/22/2010

8. Resource Center Update
February 20, 2010