Attachment_8_-_Contact_Center_Reference_Materials.pdf

ATTACHMENT 8 – CONTACT

CENTER REFERENCE MATERIALS Page 1 of 17 May 14, 2024

ATTACHMENT 8 – CONTACT CENTER REFERENCE MATERIALS

NCI Contact Center Contract 2022 Volume and Handling Time

Telephone Includes calls to 800-4-CANCER for cancer information, clinical trials and smoking cessation counseling, 877- 44U-QUIT for smoking cessation counseling and 855-QUIT-VET for smoking cessation counseling for veterans.

NCI Contact Center Telephone Volume Jan. 1, 2018 - Dec. 31, Offered Calls Monthly Average

800-4CANCER 48,280 4,023

877-44U-QUIT 10,519 877

855-QUIT-VET 15,170 1,264

Total 73,969 6,164

1 These data include calls to 1-800-4-CANCER for cancer information, smoking cessation counseling and 1-877-44U-QUIT for smoking cessation counseling and 855-QUIT-VET for smoking cessation counseling for veterans - during hours of operation. Current hours of operation are Monday - Friday, 9 a.m. to 9 p.m. Eastern.

2 Smoking Cessation includes calls taken from 1-800-44-U-QUIT, NCI’s CIS Smoking Cessation Line, and 1-800-QUIT- NOW, the National Cessation Portal Number (See IAA Descriptions Document).

3 QUIT VET includes calls taken from 1-855-QUIT-VET and outbound calls based on current protocols. (See IAA Descriptions Document).

Source: Verizon Network Monthly data reports

Average Handling Time for NCI Contact Center Calls Jan. 1, 2022 - Dec. 31, 2022

Queue Average ACD Time (Talk Time)1

(min:sec) Average After Call Work Time (min:sec)

Cancer (English) 11:24 3:51 Cancer (Spanish) 12:42 4:09 Smoking Cessation (English) 10:09 3:51 Smoking Cessation (Spanish) 11:42 3:30 Overall Average 11:29 3:50

1 ACD Call Time does not include the time when a caller is placed on hold during a call. Hold time data is only counted at the agent level, not at the skill level, so it is not available for each queue. The average hold time per call across the four queues is 3 min. 35 sec. (This does not include the time a caller is waiting in queue.)

Source: TTEC CUIC

CENTER REFERENCE MATERIALS Page 2 of 17 May 8, 2024

Average Handling Time for NCI Quit Vet Calls Jan. 1, 2022 - Dec. 31, 2022

Queue Average ACD Time (TalkTime)1

(min:sec) Average After Call Work Time (min:sec)

Quit Vet English 13:39 4:34 Quit Vet Spanish 20:09 5:33 Overall Average 16:54 5:34

Source: TTEC CUIC

LiveHelp Chats using the service at https://cissecure.nci.nih.gov/LiveHelp/welcome.asp, available through www.cancer.gov and www.smokefree.gov.

LiveHelp Volume Jan. 1, 2022 - Dec. 31, 2022

Queue Chats Answered1 Abandon Chats2 Offered Chats3

Cancer 12,809 757 13,566 Smoking Cessation 11,598 673 12,271 Total 24,407 1,430 25,837

Source: LiveHelp Reporting Application

Average Handling Time for Chats Jan. 1, 2022 -Dec. 31, 2022

Queue Average Handling Time1 for Chats

Answered (min:sec) Average Handling Time1 for Chats Answered-But-No-Interaction (min:sec)

Cancer 15:18 07:32 Smoking Cessation 11:06 06:40 Overall Average 15:15 07:36

1 Handling Time is the total time for each session and includes talk time and after call work time.

Source: LiveHelp Reporting Application

1 Chats Answered are sessions where an interaction occurred between an Information Specialist and a user.

2 Chats Abandoned are chats where the user disconnected before the chat was answered, or where an Information Specialist responded to an incoming session but there was no interaction with the user. This could be due to the user never sending a question after initiating a chat or due to a technical problem with the user’s browser.

3 Offered Chats = Chats Answered + Chats Answered-But-No-Interaction + Chats Abandoned sessions where an Information Specialist responded to an incoming session but there was no interaction with the user.

https://cissecure.nci.nih.gov/livehelp/welcome.asp http://www.cancer.gov/ http://www.smokefree.gov/

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E-mail E-mail messages to NCIinfo@nih.gov, cancergovstaff@mail.nih.gov and nciespanol@mail.nih.gov or through the Web forms at http://www.cancer.gov/contact and http://www.cancer.gov/espanol/instituto/correo-electronico.

NCI Contact Center E-mail Volume

English Spanish

Monthly Average 170 15

Source: E-mail Reports

NCI Social Media Contacts

Facebook, Instagram, YouTube and Twitter postings on the NCI’s Facebook and Twitter Channels answered by the Contact Center.

Social Media Channel Totals Monthly Average English Social Media 337 28 Facebook Spanish 393 33 Total Social Media 730 61

Source: Social Media Reports mailto:NCIinfo@nih.gov mailto:cancergovstaff@mail.nih.gov mailto:nciespanol@mail.nih.gov http://www.cancer.gov/contact http://www.cancer.gov/espanol/instituto/correo-electronico http://www.cancer.gov/espanol/instituto/correo-electronico

CENTER REFERENCE MATERIALS Page 4 of 17 May 8, 2024

NCI Contact Center Customer and Subject of Interaction Data: Top Categories - 2022

Point of Access % of Inquiries LiveHelp 49.4% Telephone 40.5% Email 9.0% Social Media 1.1% Total 100.0%

English Cancer Queue English calls, chats, emails, and social media posts for cancer information.

Customer Type % of Inquiries Spouse, Friend, Relative 24.6% Cancer Patient -Treated 22.0% General Public 12.4% Organization 4.6% Health Professional 3.7% Other 32.7% Total 100%

Subject of Interaction* % of Inquiries CT-General Information Only 11.4% MC-Finding Health Care Services 9.6% G-General Cancer Questions 6.3% CT-General Information & Search 6.3% NCI-Other 5.9% Other 60.5%

*May have multiple values for a single inquiry

Primary Cancer Site/Type* % of Inquiries Breast Cancer 9.7% Prostate 5.2% Colorectal 4.9% Lung & Bronchus 4.5% Pancreas Cancer 2.5%

CENTER REFERENCE MATERIALS Page 5 of 17 May 8, 2024

English Smoking Queue English calls, chats, emails, and social media posts for smoking cessation counseling.

Customer Type % of Inquiries Cigarette smoker 42.9% Other Tobacco User 9.6% Relative/Friend of Tobacco User 1.7% Health Professional 1.5% General Public 1.2% Other 43.1%

Subject of Interaction* % of Inquiries SM-Cessation/Counseling Information 43.1%

SM-NRT 5.8%

SM-Cigarettes 3.1% SM-E-cigs 2.3% Other 45.7%

Primary Cancer Site/Type* % of Inquiries Not applicable/no site mentioned 50.1% Disconnect/break-off 47.6%

CENTER REFERENCE MATERIALS Page 6 of 17 May 8, 2024

Spanish Queue Spanish calls, chats, emails, and social media posts for cancer information and smoking cessation counseling.

Customer Type

Spouse, Friend, Relative 18.1% General Public 12.0% Cancer Patient 10.4% Cigarette Smoker 9.0% Health Professional 0.8% Other 49.7%

Subject of Interaction* G-General cancer questions 11.8% SM-Cessation/Counseling Information 8.3% MC-Finding Health Care Services 7.2% CT-General Information Only 3.9% G-Other Inquiries 3.2% Other 65.6%

Primary Cancer Site/Type* Breast Cancer 5.4% Lung and Bronchus 2.2% Prostate 2.1% Colorectal 2.1% Cervical 1.2% Other 87.0%

CENTER REFERENCE MATERIALS Page 7 of 17 May 8, 2024

National Cancer Institute’s Cancer Information Service Information Specialist Training Modules

Training Program and Administrative Overview

• National Cancer Institute / Cancer Information Service Overview

• Role of the Information Specialist

• Systems Training

• Communication Mechanics and Strategies

Cancer Biology

• Biology Basics Part 1

• Diagnosis, Staging and Tumor Grade Part 2

Resources and Referrals

Cancer Risk and Screening

Cancer Treatment

• Treatment Overview

• Clinical Trials o Clinical Trials Overview o Clinical Trials Searching Strategies o National Cancer Institute and National Institutes of Health Clinical Center Overview

Coding and Documentation

Quality Assurance Overview

Psychosocial, Survivorship, and End-of-Life Issues

Cancer Sites:

• Colon Cancer

• Prostate Cancer

• Breast Cancer

• Cervical Cancer, Cervical Changes and the Human Papillomavirus

• Hematologic Cancers

• Lung Cancer and Smoking Cessation

Other Modules

• Handling Potentially Suicidal Clients

• Cultural Competency/Health Literacy

• Complementary and Alternative Medicine (CAM)

• Publications Ordering Service (POS)

• Resource Packet Training

• Schedules: What You Need to Know

CENTER REFERENCE MATERIALS Page 8 of 17 May 8, 2024

NCI’s Cancer Information Service Quality Assurance Standards

Contractors must meet quality assurance standards for Service Access and Service Quality as outlined below. Quality Assurance for Service Access measure the efficiency of response to incoming inquiries;

Quality Assurance for Service Quality measure the quality of service provided to the public on each access channel, based on customer expectations and measured by NCI provided quality assurance tools and systems.

Standard Metric Assessment

Period Method of Surveillance

SERVICE ACCESS

1. Abandon Rate: Telephone 4% or less Weekly average

Call management system

2. Service Level: Telephone 80% in 60 seconds

Weekly average

Call management system

3. Average Speed of Answer (ASA): Telephone

30 seconds or less

Weekly average

Call management system

4. Abandon Rate: LiveHelp 10% Weekly average

RightNOW or other system specified by Government

5. Service Level: LiveHelp 80% in 20 seconds

Weekly average

RightNOW or other system specified by Government

6. E-mail Response Time 4 business days or less

Weekly RightNOW or other system specified by Government

7. Available Time 99% Monthly RightNOW or other system specified by Government

SERVICE QUALITY

Quality scores on all access channels

Average Score:

90%

Quarterly Calabrio or other system specified by Government

Customer Satisfaction scores Meet or exceed score of 86.

Quarterly OMB Customer Service Demographics Collection

CENTER REFERENCE MATERIALS Page 9 of 17 May 8, 2024

NCI Contact Center Policies and Procedures

Policies

Policy 1 NCI Is the Primary Source of Cancer Information Policy 2 Confidentiality of Communications Policy 3 Limitations of Types of Information Provided Policy 4 Referrals to Physicians, Medical Facilities, and Cancer-Related Services Policy 5 Data Collection in the NCI Contact Center

Procedures

OP-1 Follow-up Call backs OP-2 Embargoed Information OP-3 Referrals to Other Organizations OP-4 Donations OP-5 Collecting Customer Service/Demographic Data from Contact Center Clients OP-6 Sending Materials OP-7 Serving International Clients OP-8 Non-NCI Resources for Cancer Content OP-9 Clinical Trial Searches OP-10 Use of Medical Disclaimer in NCI Contact Center Interactions

CENTER REFERENCE MATERIALS Page 10 of 17 May 8, 2024

RAU RAU RAU RAU RAU RAU

Thank you for calling the NCI’s

CIS. To continue in English, press or say 1 now.

(Spanish) To continue in Spanish, press or say 2 now.

Please select from the following seven choices…

To hear recorded information about cancer, Press or Say 4.

For information about cancer treatment research

M 5001 – 5007 (Eng Press) M 6001 – 6007 (Eng Say)

M 7001 – 7007 (Spa Press) M 8001 – 8007 (Spa Say)

M 5061 – 5067 (Eng Press) M 5071 – 5077 (Eng Say)

M 7101 – 7107 (Spa Press) M 8101 – 8107 (Spa Say)

M 5011 – 5017 (Eng Press) M 6011 – 6017 (Eng Say)

M 7011 – 7017 (Spa Press) M 8011 – 8017 (Spa Say)

M 5021 – 5027 (Eng Press) M 6021 – 6027 (Eng Say)

M 7021 – 7027 (Spa Press) M 8021 – 8027 (Spa Say)

M 5031 – 5037 (Eng Press) M 6031 – 6037 (Eng Say)

M 7031 – 7037 (Spa Press) M 8031 – 8037 (Spa Say)

M 5041 – 5047 (Eng Press) M 6041 – 6047 (Eng Say)

M 7041 – 7047 (Spa Press) M 8041 – 8047 (Spa Say)

For general information about cancer

For Information about quitting smoking

For Topics in the news

Please hold while we transfer you to a Cancer Information Specialist.

prevention and cancer tests

M 5051 – 5057 (Eng Press) M 6051 – 6057 (Eng Say)

M 7051 – 7057 (Spa Press) M 8051 – 8057 (Spa Say)

General Closed Clinical Trials Spanish (Plan 8)

Information is also on the internet.

Call may be monitored or recorded Please select from ...4 choices

Information is also on the internet.

Call may be monitored or recorded Please select from ...4 choices

To speak with a Cancer Information Specialist, Press or Say 1

Emergency Closed Plan 2) RAU

For other ways to get information from the NCI a Clinical Trials Specialist.

To speak with Clinical Trials Specialist, Press or Say 2.

a smoking cessation counselor.

To speak with a smoking cessation counselor, Press or Say 3.

MSG 1504/3004

This selection is not correct.

Standard Messages

Your entry is invalid (9822)

Thank you for calling (9823)

Please try again (S625)

Goodbye (9824)

Please try again (9825)

We did not receive your response (9833)

ECR Diagram 800-4-CANCER

English Remote Audio Update (RAU)

5000 & 6000 series Spanish 7000 & 8000 series

Hear msg. again, press 8 Previous Menu, press 9 Ca. Info. Spec, press 0

MSG 1505/3005 (press) MSG 2005/4005 (say) Your call cannot be completed at this time...

CENTER REFERENCE MATERIALS Page 11 of 17 May 8, 2024

For info about cancer prevention and cancer tests (press or say 4) MSG 1518/3018 (press)

1. How to Prevent Cancer - PE5021, SE6021, PS7021, SS8021 MSG 2018/4014 (say)

2. Lung Cancer Prevention - PE5022, SE6022, PS7022, SS8022

3. Finding Colon Cancer Early - PE5023, SE6023, PS7023, SS8023

4. Finding Prostate Cancer Early - PE5024, SE6024, PS7024, SS8024

5. Finding Breast Cancer Early - PE5025, SE6025, PS7025, SS8025

6. Reducing the Risk of Cervical Cancer - PE5026, SE6026, PS7026, SS8026

7. PE5027, SE6027, PS7027, SS8027

8. PE5028, SE6028, PS7028, SS8028

CIS Automated Messages (RAU)

CIS Automated Messages (RAU)

CENTER REFERENCE MATERIALS Page 12 of 17 May 8, 2024

Standard Messages

Your entry is invalid (S622)

Thank you for calling (S623)

Goodbye (S624)

Please try again (9825)

Your call cannot be completed at this time. Please try your call again later. (S628)

We did not receive your response (S633)

Holiday Closed (PLAN 3) RAU MSG 104 (English) MSG 304 (Spanish)

MSG 105 (English) MSG 305 (Spanish) Your call cannot be completed at this time...

Emergency Closed (PLAN 2) RAU MSG 103 (English) MSG 303 (Spanish)

MGS 106 (English) MSG 306 (Spanish) Your call may by monitored or recorded Please select from ...two choices. Select 1 to speak with a specialist or press 2 to hear record information.

MSG 100 (PLAN 1)

Thank you for calling the NCI’s

Smoking Quitline.

MSG 101 (English) MSG 301 (Spanish)

We offer service in English and Spanish. To continue in English, press 1. To continue in Spanish, press 2.

MSG 107 (English) MSG 307 (Spanish) Please hold while we transfer you to a Smoking Counselor.

MSG 109 (English) MSG 309 (Spanish) Please select from the following choices. At any time you can press 0 & be routed to a Smoking Specialist.

CIS 877-44U-QUIT Enhanced Call Routing (ECR) 12/20/04

MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 110 (English) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) MSG 310 (Spanish) Press 1 Press 2 Press 3 Press 4 Press 5 Press 6 Press 7 Press 8 Health risks of smoking Benefits of quitting Thinking about quitting After you quit How to help someone quit ? ? ?

MSG 111 (English) MSG 311 (Spanish)

MSG 112 (English) MSG 312 (Spanish)

MSG 113 (English) MSG 313 (Spanish)

MSG 114 (English) MSG 314 (Spanish)

MSG 115 (English) MSG 315 (Spanish)

MSG 116 (English) MSG 316 (Spanish)

MSG 117 (English) MSG 317 (Spanish)

MSG 118 (English) MSG 318 (Spanish)

M 120 – 127 (English) M 128 – 135 (English) M 136 – 143 (English) M 144 – 151 (English) M 152 – 159 (English) M 160 – 167 (English) M 168 – 175 (English) M 176 – 183 (English) M 320 – 327 (Spanish) M 328 – 335 (Spanish) M 336 – 343 (Spanish) M 344 – 351(Spanish) M 352 – 359 (Spanish) M 360 – 367 (Spanish) M 368 – 375 (Spanish) M 376 – 383 (Spanish)

English 100 series Spanish 300 series

MSG 108 (English) MSG 308 (Spanish) Hear msg. again, press # Previous Menu, press 9 Smk. Info. Spec, press 0

General Closed MSG 102 (English) MSG 302 (Spanish)

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Contact Center

DNIS: 8300001

VA Quit-Smoking English

Contact Center

DNIS: 8300002

VA Quit-Smoking Spanish

Emergency Closed Plan 4) RAU

Holiday Closed (Plan 3)

General Closed (Plan 2)

855-QUIT-VET

855-784-8838

ECR AUDIO SCRIPT

Talent: English: Melissa

Spanish: Carmen

CENTER REFERENCE MATERIALS Page 15 of 17 May 8, 2024

GOVERNMENT FURNISHED INFORMATION

Training Modules List

1. Training Program and Administrative Overview

a. National Cancer Institute / Cancer Information Service Overview

b. Role of the Information Specialist

c. Systems Training

d. Communication Mechanics and Strategies

2. Cancer Biology

a. Biology Basics Part 1

b. Diagnosis, Staging and Tumor Grade Part 2

3. Resources and Referrals

4. Cancer Risk and Screening

5. Cancer Treatment

a. Treatment Overview

b. Clinical Trials

i. Clinical Trials Overview

ii. Clinical Trials Searching Strategies

iii. National Cancer Institute and National Institutes of Health Clinical Center Overview

6. Coding and Documentation

7. Quality Assurance Overview

8. Psychosocial, Survivorship, and End-of-Life Issues

9. Cancer Sites:

a. Colon Cancer

b. Prostate Cancer

c. Breast Cancer

d. Cervical Cancer, Cervical Changes, and the Human Papillomavirus

e. Hematologic Cancers

f. Lung Cancer and Smoking Cessation

10. Other Modules

a. Handling Potentially Suicidal Clients

b. Cultural Competency/Health Literacy

c. Complementary and Alternative Medicine (CAM)

d. Publications Ordering Service (POS)

e. Resource Packet Training

CENTER REFERENCE MATERIALS Page 16 of 17 May 8, 2024

Current NCI CIS Quality Standards:

1. Cancer- Telephone, Email, LiveHelp

2. Smoking Cessation- Telephone, Email, LiveHelp

CIS Policies and Procedures List

1. Policies

• Policy 1 NCI Is the Primary Source of Cancer Information

• Policy 2 Confidentiality of Communications

• Policy 3 Limitations of Types of Information Provided

• Policy 4 Referrals to Physicians, Medical Facilities, and Cancer-Related Services

• Policy 5 Data Collection in the NCI CIS

2. Procedures

• OP-1 Follow-up Call backs

• OP-2 Embargoed Information

• OP-3 Referrals to Other Organizations

• OP-4 Donations

• OP-5 Collecting Customer Service/Demographic Data from CIS Clients

• OP-6 Sending Materials

• OP-7 Serving International Clients

• OP-8 Non-NCI Resources for Cancer Content

• OP-9 Clinical Trial Searches and Callbacks

• OP-10 Use of Medical Disclaimer in NCI CIS Interactions

• OP-11 Reporting Emergencies and System Outages

• OP-12 Center for Cancer Research (CCR) Inquiries

NCI CIS Systems

1. IVR and Network Diagrams

• ECR Diagram 1-800-4-CANCER

• ECR Diagram 1-877-44U-QUIT

• ECR Diagram 1-855-QUIT-VET

• ECR Diagram 1-888-624-1927 (CCR)

• NCI CIS Network Infrastructure

2. NCI CIS Systems Documentation and User Manuals

NCI CIS Additional Documentation

1. Approved Non-NCI Resources List

2. NCI CIS Contact Record Coding Manual

CENTER REFERENCE MATERIALS Page 17 of 17 May 8, 2024

3. NCI CIS IAA Descriptions

4. NCI Org Charts

5. NCI CIS Data Request Form

6. NCI CIS Staff Census Template

7. NCI CIS Monthly Deliverable Template

8. NCI CIS Performance Improvement Plan Template

9. NCI CIS Quality Assurance Confidentiality Statement

10. NCI CIS Quality Assurance Staff Acknowledgement Form

11. CIS Innovation and Strategy Plan Template

12. NCI PowerPoint Slide Templates

13. NCI Identify Guidelines

14. NCI Communication Guidelines

15. NCI Letterhead Template

16. NCI CIS IVR Scripts

17. NCI National Organizations that Offer Support Services Application Form

18. NCI CIS Email Response Templates

19. NCI CIS Standard Response Library (RightNOW/Oracle Knowledge Base)

20. Inquiry Cover Letters (English and Spanish)

• Info from the NCI

• Clinical Trials

• Genetics

• Hospitals

• Smoking Cessation

21. Sample FAQ document- NCI’s Office of Budget and Finance

22. Additional materials and information identified by the Government.