Before easing begins, Tricia Brooks highlighted why call center data will be a critical piece of the puzzle in understanding how states’ return to daily operations will proceed.Call Center Data Reporting and Other Data Reporting Requirements Established by the Consolidated Appropriations Act of 2023 (CAA) Helps CMS track how unwinding is progressing in each state. But since examining the first batch of call center data provided by CMS from March, it has become increasingly clear that the data may not be as useful as we had hoped.
The latest data released by CMS provides nine months of call center metrics for 49 states and the District of Columbia (note: South Dakota does not operate a call center and is therefore not included in the analysis. did). Overall, we have seen a significant increase in total call volume as states resume routine Medicaid renewals and coverage terminations. During this time, nearly 10 million people called state helplines, often waiting nearly an hour or more to speak to a representative. These numbers may underestimate the actual number of calls and average call wait time.
It’s important to note that these metrics are just an average of different caller experiences. For example, while phone wait times have increased nationally, this data shows that Spanish callers in Florida spend four times longer speaking to a live agent than English callers. (Nearly 2 1/2 hours!) I can’t show you that I had to wait. language sender. Not only that, according to his August 2023 report by UnidosUS, almost one-third of callers from Spanish, compared to one-tenth of callers from English, said that the person in charge The call was disconnected before it could be connected. A recent update from advocacy groups found that eight out of 10 calls are automatically disconnected, leaving thousands of people unable to get the help they need. In response to these problems, state lawmakers have earmarked more than $12 million to help improve Florida’s call center system. (The budget bill has not yet been signed by Gov. Ron DeSantis.)
CMS explains some of the shortcomings of call center data through detailed footnotes in each data release. These notes include whether the total call volume metric includes calls from other benefit programs (such as SNAP or WIC) or state-based market coverage, or whether the state has a callback option. Issues such as: In some cases, the note may simply state that the total number includes all calls received at all call centers. The list of caveats is long and spans most call center data, often with multiple caveats per state. In fact, Oklahoma is the only state without clear notes regarding call center data. That said, the CMS data is the only publicly reported call center statistics from all 50 states and the District of Columbia, making it worth examining broader trends as the unwinding process continues. So what should you know when looking at CMS call center metrics? Let’s review some of the most common caveats in this data.
1. Does not include all calls received by the call center
This footnote may seem simple, but it can have a huge impact on your call center data. At the most basic level, this means that reported call volumes, abandonment rates, and wait times were lower than they actually were because calls were skipped. North Carolina, which has perhaps the best call center statistics in the nation, is a testament to this effect. There, the average time to answer a call is 0 minutes, and less than 1% of calls are intentionally or unintentionally dropped. Depending on which calls or how many were excluded and whether this was used in conjunction with other data notes (i.e. NC data does not include all calls received at the (C3) call center (C4) excludes all calls received outside business hours); and (C6) includes only calls transferred to a live agent), with varying effects.
2. Does not include all calls received after business hours.
It is important to note that state-reported metrics only represent averages for the reporting month and do not represent the range of user experiences. This is especially relevant for states that include wait times and call abandonment rates when call centers are not open. How can the wait time for a caller during peak hours, say noon on a lunch break, compare to the wait time after work hours? Or how does the abandonment rate change in the following situations? Let’s think about it. do Include after-hours calls (where someone might hang up) because call center is closed) may differ from state to state. please do not Include those too (if people might abandon the call or get disconnected after waiting on hold). Considering call volume metrics, it is impossible to know what percentage of calls are or are not received during non-business hours. Outside of business hours, all of these individuals and families are not connected to the help they need. Including or not including these numbers can artificially inflate or deflate any of the three metrics.
3. Including recruitment for other welfare programs
More than half of states rely on the same small group of individuals to respond to inquiries such as: multiple State aid programs. This means that someone trying to get help with applying for/renewing Medicaid or her CHIP is waiting in the same line as someone looking for help with SNAP, child care assistance, and other benefits. Masu. In fact, the top 10 states with the longest average wait times (ID, RI, MT, FL, ME, NM, UT, MO, NV, AZ) are also the states seeking other public benefits. Interestingly, seven states (Connecticut, Kentucky, Maryland, Minnesota, New York, Rhode Island, and Vermont) operate integrated call centers for Medicaid and state-based markets (SBM). Masu. Call center data for three of these states (Kentucky, Maryland, and Vermont) also includes calls for other benefit programs.
4. Only calls transferred to a live agent are included
Forty states reported that their data included only calls that were routed to a live agent for at least one of three metrics. That is, calls that were abandoned due to long wait times or calls that disconnected before the caller was connected to a live agent were not counted. Moreover, this effect may be amplified if the state has other precautions.
The increased data transparency through public reporting of call center metrics is something to be celebrated and we look forward to continuing beyond the CAA-required reporting period, which ends on June 30, 2024. However, due to limitations in how the data is reported, it may not be fully representative of what beneficiaries actually experience when seeking assistance, so use with caution. is required.
