Evaluation of CDC-INFO Services
Through collaboration with an external evaluator (EMT Associates, Inc.), the contact center provider (Vangent) and the CDC, CDC-INFO is continuously monitored for quality assurance and customer satisfaction.
Data and analyses generated through an evaluation of CDC-INFO Quality of Contact Handling are primarily used to assess consumer satisfaction, service effectiveness and to continually improve services. Customer Service Representatives (CSR) contacts, Email Correspondence Writers, and Health Specialist Representatives (HSR) are scored on the quality of their responses to an inquirer′s question received by CDC-INFO. The responses are scored using these evaluation measures: Accuracy of Response, Completeness of Information, and Manner of Delivery /Tone.
What impact does CDC-INFO have?
By responding to your questions, CDC-INFO provides information and education. In many instances, the information provided has helped people make behavior changes which lead to healthier individuals and communities. Survey data show that 81% of respondents indicated in a call-back survey that they made a behavior change because of CDC-INFO health information they received.
Contact Us:
- Centers for Disease Control and Prevention
1600 Clifton Rd
Atlanta, GA 30333 - 800-CDC-INFO
(800-232-4636)
TTY: (888) 232-6348 - cdcinfo@cdc.gov
