Annual Performance Plan - 2014, Revised Final Performance Plan - 2013 Page 33
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89quickly reach agents. CARE 2020 will also provide an option for our agents to place the key telephone
functions on their computer screen (softphone), rather than using a traditional hardphone on their
desks. In FY 2013, we will customize the placement of this softphone on agents’ computer screens via a
customization feature. This customization will improve agents’ call handling efficiency through
improved screen placement with other existing software tools and a single sign-on to use both the
computer and telephone.
Providing Real-Time Assistance to Online Visitors: We are exploring the use of web-support
technologies to improve the level of customer service we provide to our online users. As part of the
Click-to-Communicate (C2C) initiative, we are considering using three web support technologies: Click-
to-Talk, Screen Sharing, and Instant Messaging. In FY 2013, we will continue to pilot Network Online
Web (NOW) support as a precursor to the C2C initiative. The NOW pilot will assist us in developing a
strategy for incorporating web support technologies into our business process. We will begin planning
and analysis for C2C in FY 2014.
Field Office Estimated Wait Time Messaging: In FY 2013, we plan to add a feature that will provide
callers with the estimated amount of time it will take a field office representative to answer their calls.
Performance Measures – Strategic Objective 2.2
2.2a: Achieve the target speed in answering National 800 Number calls
Fiscal Year
2013
2014
Target
455 seconds
482 seconds
Historical Performance
Fiscal Year
2009
2010
2011
2012
Performance
245 seconds
203 seconds
180 seconds
294 seconds
Data definition: We calculate the speed of answering by dividing the wait time of all National
800 Number calls answered by agents by the number of all National 800 Number calls answered by
agents in the fiscal year. Wait time begins from the time we transfer the caller to the agent queue
(waiting for an agent) and continues until an agent answers the call.
Data source: Data generated by Cisco Intelligent Contact Management system
Annual Performance Plan for FY 2014 and Revised Final Performance Plan for FY 2013
Social Security Administration |
| 1-800-772-1213
33
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