As we approached the half way mark for our project, we would like to present a recap of what have been accomplished so far. We have been making more analysis that may help us redesign the 211 call tree to minimize call wait time. One major impact on call wait time is the type of calls that 211 receives. We have identified the most consuming type and the frequency of those calls, and then compared it to other type of calls.
- Most time consuming calls are less frequent
- Frequent calls take less time
- The average call time ratio of the frequent to infrequent calls is about 1:10
This study provides great insight to fix the call menu and give the 211 team more options to better manage their staff.
2-1-1 center has a great deal of useful information that can be very valuable for organization and service providers to deliver better assistance to people in needs. For example, 2-1-1 records caller’s zip code along with caller’s needs. By comparing these types of information one can understand which type of services that are highly demanded in diverse areas; thus provide suggestions to service providing parties to consider extending their service coverage to the appropriate locations to more effectively service location in greater needs. Below is a heat map that shows a comparison between types of needs and different regions
As a work in progress we are also developing a predictive model for future call volume and total talk time based on several factors, such factors incorporated weather, week number, day of the week and GDP.
A preliminary result is shown below
For next week we will be exploring more factors, such as gas prices to get better prediction for future call volume and total talk time.