S 2.3.1: Wait Times and Abandon Rates

Monitor wait times and abandon rates.

Other Information:

The GoDirect call center (operated by the Federal Reserve Bank (FRB) Dallas for FMS in support of the All Electronic initiative) closely monitors wait times and abandon-rates for the call center. FMS includes educational inserts promoting the All-Electronic initiative in recipients’ paper payments each month. As a result, call volumes are extremely high on benefit payment dates. Using various estimating tools, the FRB Dallas dramatically increases staffing on payment dates to ensure wait times and abandon rates are minimal. In addition, check recipients are encouraged to call at a non-peak time for the most efficient service. (Ongoing)

Stakeholder(s):

• GoDirect Call Center


• Federal Reserve Bank (FRB) Dallas


• FMS

Indicator(s):

Indicator:1

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