How will customer service through a call center compare to the
HHSC's contract for call center operations includes provisions that
emphasize strong customer service and accessibility standards, including:
Answer all calls within four rings.
Keep the average time a client is on hold to less than three minutes.
Keep the number of abandoned calls (when caller hangs up while on hold) to less than 5 percent.
Maintain strict timeliness standards for processing applications, including same day service for expedited food stamps.
In addition, call centers have worked well in the Children's Health
Insurance Program where HHSC has received excellent feedback on the enrollment
process. Under the new system, the public will be able to learn about services
and check the progress of an application by dialing 2-1-1.
Monday, May 01, 2006
On the HHSC Website, there's a part for FAQ........