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National Contact Center Evaluation: Figures

Figure 1
English, Spanish and TTY Calls Handled by the CSRs, April 2005-April 2006

Month Calls
April-05 25490
May-05 23561
June-05 23574
July-05 21561
August-05 24899
September-05 20043
October-05 21119
November-05 19368
December-05 18046
January-06 23388
February-06 22059
March-06 26585
April-06 25336

Figure 2
Annual Charge Receipts, Fiscal Years 1992-2005

Year Charge
Receipts
1992 72302
1993 87492
1994 91189
1995 87529
1996 77990
1997 80680
1998 79591
1999 77444
2000 79896
2001 80840
2002 84442
2003 81293
2004 79432
2005 75428

Figure 3
Monthly Charge Receipts, Fiscal Years 2003-2006


2002 2003 2004 2005 2006
Oct 7,793 10,712 7,276 6,434 5,947
Nov 6,493 5,973 5,910 6,149 5,895
Dec 5,475 5,927 6,250 5,526 5,309
Jan 6,877 6,321 5,659 5,611 5521
Feb 7,519 6,099 6,221 5,750 6110
Mar 8,146 6,819 8,434 6,783 7365
Apr 8,268 6,621 6,969 6,433 6440
May 7,459 6,166 6,284 6,833
Jun 6,230 6,621 6,676 6,659
Jul 7,321 6,850 6,492 6,203
Aug 7,117 6,640 6,980 6,841
Sep 5,596 5,986 6,000 6,017
Total 84,294 80,735 79,151 75,239

Figure 4
Types of Calls Forwarded to EEOC Offices

Call Type Percent of
Total Calls
Forwarded
to EEOC
File a Charge 61
Eligibility Criteria 18
Claim Status 8
EEOC Office Information 2
Other 10

Numbers in the chart do not total 100 due to rounding.

Figure 5
Call Types by the Organization that Resolved the Call

Call Type Percent
Forwarded
to EEOC
Percent
Resolved
at NCC
All Calls 49 51
Eligibility Criteria /
EEOC Overview
43 57
Claim Status 59 41
File a Charge 70 30
Non EEOC 0 100
EEOC Information 20 80
Other 42 58

Figure 6
Figure 6. 2006 ASCI Index and Federal Benchmarks


CSI
ASCI 74
Federal Government 71
Federal Government E-Gov (Avg) 73
EEOC 77
FCIC (Federal Citizen Information Center) 81
FTC (Federal Trade Commission) 82
CMS (Medicare) 66

Figure 7
EEOC Customer Satisfaction Index

Calls Handled by CSRs 84
Email 65
Web FAQ 60