Appendix 15 - Call Center Statistics.pdf

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Attached to
Vehicles Emissions Testing
Solicitation number
23-532EPA-DIROF-B-36391
Issued by
Cook County, Illinois

About this file

Written by GovTribe AI ·

This document is an Appendix to the State of Illinois' Scope of Services, which provides call center statistics over a 6-year period from 2017 to 2022 for the state's customer service operations. The data includes the number of phone calls, live chats, emails, website inquiries, suggestions, and complaints received by the state. The statistics show a decline in call volumes and email inquiries over this time, with a larger number of live chat interactions in recent years.

The related state and local contract opportunity is for a Vehicles Emissions Testing program, which is currently closed to new bids due to a technical error. Interested parties are instructed to contact the provided point of contact with any questions regarding this closed procurement.

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STATE OF ILLINOIS

SCOPE OF SERVICES APPENDICES

APPENDIX 15 – CALL CENTER STATISTICS

State of Illinois IFB Appendix 15

Call Center Statistics

Year Phone Calls Live Chats Emails*

Website:

Compliments Suggestions Questions

US Mail or Fax

Total Complaints from all Sources

2017 77,835 5,941 2,289 62 140 402

2018 82,604 8,380 973 13 73 356

2019 74,073 6,616 492 19 119 402

2020 63,032 8,772 372 7 39 159

2021 52,478 7,272 191 12 46 201

**2022 44,358 7,520 128 14 10 288

*Transition from email to online application submittals

**Numbers are 1/1/2022 through 11/12/2022

File details come from the government source that posted it. Updated .