Appendix 15 - Call Center Statistics.pdf

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Attached to
Vehicles Emissions Testing
Solicitation number
23-532EPA-AIR53-B-31956
Issued by
Cook County, Illinois

About this file

Written by GovTribe AI ·

This document is the Appendix 15 - Call Center Statistics for a state-level contract opportunity issued by the State of Illinois. The data covers call center statistics from 2017 through 2022 YTD, including the number of phone calls, live chats, emails, website inquiries, and total complaints received. The statistics show a declining trend in call volume and email inquiries over the 6-year period.

The related state and local contract opportunity is for the implementation and operation of a motor vehicle emissions inspection and maintenance program in Illinois, as authorized by the Vehicle Emissions Inspection Law of 2005. The contract will be awarded through a competitive solicitation process, and electronic submissions are required. No further details on pricing, set asides, funding, or contract term are provided in this document.

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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 .