ADRC adjustments mean higher customer service standards

Monday, May 18, 2015


Providing real-time access to resources and information about aging and disability services is a vital part of Council on Aging's mission.  As such, COA took action last summer after data and caller feedback showed that wait times were too long for providers and consumers calling into COA’s Aging and Disability Resource Connections Department (ADRC) -- our Call Center. Long wait times were also affecting the Call Center's abandonment rate - the rate at which callers hang up before getting to speak to an information and referral specialist. 

A team was formed and tasked with identifying and implementing improvements to increase the Call Center’s efficiency while maintaining a focus on service to individual customers. Implementation of the changes began in September, 2014 and the results have been positive.

As a result of the changes, the average wait time for callers has been reduced from 12 minutes and 30 seconds down to an average of one minute and 30 seconds.  The abandonment rate has also been reduced from 31 percent to 4.5 percent.  

“Our team is dedicated to serving consumers and providers with excellent customer service,” said Lindsay Alexander, ADRC Business Manager. “We appreciate their patience while we worked to improve, which we will continue to do. Customer service is very important to Council on Agingn and we are proud to serve our community.”