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D.C. exchange starts taking calls

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The DC Health Link exchange contact center started handling questions from the public Sept. 3.

The contact center received 222 calls from Sept. 3 through Sept. 6, and representatives took an average of 31 seconds to pick up the phone, according to the staff of the District of Columbia Health Benefit Exchange Authority

The average length of a call was 3.2 minutes.

Twenty-two of the customers hung up before they reached a representative.

The contact center also started using a customer relationship management system to track some of the queries from the public.

Eleven customers asked about the individual exchange program, and nine asked about the Small Business Health Options Program.

Only three of the 81 “contact points” in the CRM system came in through electronic mail.

The contact center has hired 23 customer service representatives. Three are bilingual in Spanish and three bilingual in Amharic.

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