Yearly_Queue_Productivity_20260306_0648PM.pdf
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- Attached to
- Customer Care Call Center Service Partner
- Solicitation number
- RFP-21439
- Issued by
- Cuyahoga County, Ohio
About this file
This is a Yearly Queue Productivity report for the Cleveland Metropolitan School District (CMSD) Customer Service call center operations covering the period from February 1, 2025, through February 28, 2026. The report documents performance metrics for two service queues: Customer Service - English (ENG) and Customer Service - Spanish (SPA). The call center operates Monday through Friday from 7:00 a.m. to 5:00 p.m. and serves approximately 34,000 students, 6,000 staff members, and community stakeholders across 63 instructional sites in Cuyahoga County, Ohio. During the 13-month reporting period, the call center handled 62,175 total calls queued with 59,093 calls successfully handled. Regular monthly call volume averaged approximately 5,000 calls, with peak periods occurring in July, August, and January, reaching 11,725 calls in August alone. The English queue demonstrated superior performance with a 95.30% service level and 4.70% abandonment rate, while the Spanish queue achieved an 85.35% service level with a 14.65% abandonment rate. Average wait times across all queues were 21 seconds, with maximum wait times reaching 1 hour and 32 minutes during peak periods.
The data establishes baseline performance benchmarks that CMSD's selected call center service provider must maintain or exceed under the three-year contract beginning July 1, 2026, through June 30, 2029, with two optional one-year renewal periods extending through June 30, 2031. The RFP deadline for written questions was April 17, 2026, at 2:00 p.m., with proposal submissions due May 13, 2026, at 2:00 p.m. through the District's e-Procurement Portal. Service provider selection was scheduled for May 27, 2026, contract negotiation for June 9, 2026, and a 30-day discovery and implementation phase at no cost to the District would occur prior to the July 1, 2026, effective contract date. Cost proposals must be structured using specified tables for agent costs, administration costs, and total contract costs, though specific budget ranges or award values are not explicitly stated. The vendor must maintain Commercial General Liability insurance of $1,000,000 per occurrence and Automobile Liability insurance of $1,000,000 per occurrence with the District listed as an additional insured, and must bear all background check processing costs for staff.
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Time Zone: Eastern Standard Time;
Yearly Queue Productivity
From Feb 01, 2025 12:00 AM to Feb 28, 2026 11:59 PM
Cleveland Metro School District
Customer Service - ENG
* Service Level calculated as [calls transferred within AWT] / ([calls transferred] + [calls abandoned after AWT]) * 100, where AWT is the Acceptable Waiting Time value configured for the queue.Queue Name:
Calls
Queued
Calls
Handled
Total
Voicemails
Service
Level
Transfer
Rate
Abandoned
Rate
Min
Wait Time
Avg Aband.
Wait Time
Avg
Wait Time
Max
Wait TimeMonth
Calls
Abandoned
Abandon
> 30 Secs
February - 2025 3,690 00:00:00 01:16:05 00:00:14 00:00:45 0 3,489 201 33 94.55 5.45 97.98
March - 2025 3,645 00:00:00 00:03:55 00:00:11 00:00:15 0 3,413 232 36 93.64 6.36 97.93
April - 2025 4,123 00:00:00 00:03:13 00:00:10 00:00:13 0 3,851 272 28 93.40 6.60 98.16
May - 2025 3,432 00:00:00 00:21:46 00:00:13 00:00:31 0 3,236 196 31 94.29 5.71 97.60
June - 2025 3,636 00:00:00 00:05:18 00:00:13 00:00:24 0 3,403 233 49 93.59 6.41 96.50
July - 2025 5,070 00:00:00 00:08:37 00:00:08 00:00:16 0 4,946 124 16 97.55 2.45 98.67
August - 2025 11,725 00:00:00 00:18:34 00:00:13 00:00:29 0 11,333 392 104 96.66 3.34 95.72
September - 2025 6,371 00:00:00 00:08:39 00:00:10 00:00:20 0 6,132 239 37 96.25 3.75 97.40
October - 2025 4,364 00:00:00 00:34:38 00:00:10 00:00:30 0 4,177 187 11 95.71 4.29 99.23
November - 2025 2,938 00:00:00 00:06:18 00:00:10 00:00:09 0 2,806 132 3 95.51 4.49 99.18
December - 2025 3,016 00:00:00 00:04:09 00:00:11 00:00:14 0 2,879 137 14 95.46 4.54 98.09
January - 2026 4,440 00:00:00 00:27:07 00:00:13 00:00:15 0 4,134 306 34 93.11 6.89 97.86
February - 2026 4,094 00:00:00 00:05:44 00:00:10 00:00:10 0 3,902 192 9 95.31 4.69 99.10
60,544 57,701 0 00:00:00 01:16:05 00:00:11 00:00:21 2,843Sub
Total/Avg
405 95.30 4.70 97.65
Customer Service - SPA
* Service Level calculated as [calls transferred within AWT] / ([calls transferred] + [calls abandoned after AWT]) * 100, where AWT is the Acceptable Waiting Time value configured for the queue.Queue Name:
Calls
Queued
Calls
Handled
Total
Voicemails
Service
Level
Transfer
Rate
Abandoned
Rate
Min
Wait Time
Avg Aband.
Wait Time
Avg
Wait Time
Max
Wait TimeMonth
Calls
Abandoned
Abandon
> 30 Secs
February - 2025 113 00:00:00 00:04:02 00:00:30 00:00:49 0 85 28 8 75.22 24.78 84.78
March - 2025 109 00:00:00 00:02:54 00:00:26 00:00:29 0 85 24 8 77.98 22.02 86.52
April - 2025 128 00:00:01 01:32:04 00:01:19 00:04:33 0 106 22 7 82.81 17.19 86.24
May - 2025 80 00:00:01 00:04:16 00:00:22 00:00:42 0 69 11 3 86.25 13.75 90.14
June - 2025 106 00:00:01 00:05:24 00:00:38 00:00:40 0 78 28 8 73.58 26.42 81.18
July - 2025 133 00:00:01 00:03:10 00:00:10 00:00:01 0 131 2 0 98.50 1.50 96.95
August - 2025 368 00:00:00 00:05:02 00:00:21 00:00:25 0 314 54 11 85.33 14.67 91.17
September - 2025 138 00:00:00 00:03:35 00:00:13 00:00:15 0 122 16 3 88.41 11.59 95.90
October - 2025 99 00:00:02 00:01:51 00:00:13 00:00:45 0 92 7 3 92.93 7.07 94.74
November - 2025 52 00:00:00 00:03:15 00:00:14 00:00:06 0 47 5 0 90.38 9.62 97.87
December - 2025 55 00:00:03 00:02:17 00:00:15 00:00:17 0 48 7 1 87.27 12.73 95.83
January - 2026 153 00:00:00 00:07:18 00:00:26 00:00:52 0 126 27 8 82.35 17.65 87.31
February - 2026 97 00:00:02 00:01:47 00:00:14 00:00:22 0 89 8 1 91.75 8.25 96.67
1,631 1,392 0 00:00:00 01:32:04 00:00:25 00:00:55 239Sub
Total/Avg
61 85.35 14.65 90.98
Page 1 of 2March 06, 2026 1:48 pm
Time Zone: Eastern Standard Time;
Yearly Queue Productivity
From Feb 01, 2025 12:00 AM to Feb 28, 2026 11:59 PM
Cleveland Metro School District
Total Calls
Queued
Total Calls
Handled
Total
Voicemails
Total Calls
Abandoned
Min Wait
Time
Max Wait
Time
Avg Aband.
Wait Time
Avg
Wait Time
Transfer
Rate
Abandoned
Rate
Service
Level
Abandon
> 30 Secs
62,175 59,093 0 3,082 00:00:00 01:32:04 00:00:12 00:00:24 466 95.04 4.96 97.49
Page 2 of 2March 06, 2026 1:48 pm
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