Addendum 1 Written Inquiries Responses re WSEA Supplemental Call Center Statistics Tables.docx
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This document is Addendum 1 containing written inquiry responses related to WSEA (Western States Enterprise Alliance) Supplemental Call Center Statistics Tables. The document covers statistical data for SNAP/Cash and WIC (Women, Infants, and Children) call center performance across multiple jurisdictions, including Alaska, Arizona, Colorado, Guam, Hawaii, Idaho, Nebraska, Washington, and Wyoming.
The statistical tables detail call center metrics, specifically the percentage of calls handled by Interactive Voice Response (IVR) systems versus customer service representatives (CSRs). For SNAP/Cash call centers, the overall average shows 97.45% of calls handled by IVR and 2.55% routed to CSRs. The WIC call center data for a subset of states (Alaska, Hawaii, and Idaho) demonstrates an even higher IVR handling rate of 98.43%, with only 1.57% of calls requiring direct customer service representative intervention. These statistics cover the timeframe of April through September 2020 and provide insights into the efficiency of call center operations across these western state jurisdictions.
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Addendum 1 - Written Inquiries Responses re: WSEA Supplemental Call Center Statistics Tables
| Table 1:SNAP/Cash Call Center Statistics | 2 |
| Table 2: WIC Call Center Statistics | 2 |
| Table 3: SNAP/Cash Customer Service Calls | 2 |
| Table 4: WIC Customer Service Calls | 3 |
| Table 5:SNAP/Cash Calls Handled by IVR | 3 |
| Table 6: WIC Calls Handled by IVR | 3 |
The information displayed here was provided by the WSEA States for the timeframe of April through September 2020.
Table 1:SNAP/Cash Call Center Statistics
Table 2: WIC Call Center Statistics
Table 3: SNAP/Cash Customer Service Calls
Table 4: WIC Customer Service Calls
Table 5:SNAP/Cash Calls Handled by IVR Percentage of Calls Handled by IVR
| % of Calls handled by IVR |
| % of Calls routed to CSR |
| Total % |
| Alaska |
| 98.79% |
| 1.21% |
| 100.00% |
| Arizona |
| 95.98% |
| 4.02% |
| 100.00% |
| Colorado |
| 97.62% |
| 2.38% |
| 100.00% |
| Guam |
| 99.33% |
| 0.67% |
| 100.00% |
| Hawaii |
| 97.06% |
| 2.94% |
| 100.00% |
| Idaho |
| 97.56% |
| 2.44% |
| 100.00% |
| Nebraska |
| 98.35% |
| 1.65% |
| 100.00% |
| Washington |
| 98.48% |
| 1.52% |
| 100.00% |
| Wyoming |
| 99.01% |
| 0.99% |
| 100.00% |
| TOTAL |
| 97.45% |
| 2.55% |
| 100.00% |
Table 6: WIC Calls Handled by IVR Percentage of Calls Handled by IVR
| % of Calls handled by IVR |
| % of Calls routed to CSR |
| Total % |
| Alaska |
| 98.92% |
| 1.08% |
| 100.00% |
| Hawaii |
| 98.61% |
| 1.39% |
| 100.00% |
| Idaho |
| 97.75% |
| 2.25% |
| 100.00% |
| TOTAL |
| 98.43% |
| 1.57% |
| 100.00% |
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