Timeliness of Responding to Customer Inquiries
  • SDAT’s average wait time from FY21 to FY22 reduced by 15 minutes. 
  •  SDAT answered 96% of calls in FY22 vs. 49% in FY21.  
  • SDAT’s call abandonment rate decreased from 20% to 1.25%. 
  • The Customer Service Call Flow, and the Not in Good Standing Call Flow Chart, helped agents reduce their average talk time on calls and average hold time to less than 3 minutes which improved the speed and quality of the departments' customer interactions.