Our Call Center offers support in more than 300 languages to serve families in their preferred language. When calling, families can use the Interactive Voice Response (IVR) system to select 1 for English, 2 for Spanish, or 3 for all other languages; selecting option 3 will connect the caller directly to an agent who has access to an interpreter to provide support in the requested language, ensuring clear and effective communication for all families.
December 2025
| KPIs | Inbound |
| Monthly incoming call statistics | |
| Total Incoming Calls | 7,832 |
| Calls Handled | 7,565 |
| Calls duration statistics | |
| Average Speed of Answer | 00:00:40 |
| Average Handle Time | 00:11:40 |
| Calls acceptance and abandonment rate | |
| Calls Handled % | 96.59% |
| Long Abandoned % | 2.20% |
November 2025
| KPIs | Inbound |
| Monthly incoming call statistics | |
| Total Incoming Calls | 8,355 |
| Calls Handled | 8,202 |
| Calls duration statistics | |
| Average Speed of Answer | 00:00:21 |
| Average Handle Time | 00:11:38 |
| Calls acceptance and abandonment rate | |
| Calls Handled % | 98.17% |
| Long Abandoned % | 0.86% |
October 2025
| KPIs | Inbound |
| Monthly incoming call statistics | |
| Total Incoming Calls | 13,144 |
| Calls Handled | 12,737 |
| Calls duration statistics | |
| Average Speed of Answer | 00:00:36 |
| Average Handle Time | 00:11:30 |
| Calls acceptance and abandonment rate | |
| Calls Handled % | 96.90% |
| Long Abandoned % | 2.18% |
September 2025
| KPIs | Inbound |
| Monthly incoming call statistics | |
| Total Incoming Calls | 31,882 |
| Calls Handled | 31,042 |
| Calls duration statistics | |
| Average Speed of Answer | 00:00:28 |
| Average Handle Time | 00:11:49 |
| Calls acceptance and abandonment rate | |
| Calls Handled % | 97.37% |
| Long Abandoned % | 1.62% |
Data Dictionary
KPI - A "Key Performance Indicator" is a quantifiable measure used to track and assess progress toward specific business goals or objectives.
Total Incoming Calls – The total number of calls received on the hotline.
Calls Handled – The number of calls successfully answered.
Calls Handled % - The percentage of calls that fall into the Calls Handled category.
Long Abandoned % – The percentage of calls where the caller waited longer than 15 seconds before hanging up.
Average Speed of Answer – The average time agents took to answer an incoming call.
Average Handle Time – The average time agents spent speaking with the caller.