Employer Services: Performance Report
Quicker Answers, Faster Processing, A Stronger Support Experience
FAMLI’s Contact Center continues to deliver some of the strongest customer support performance in the state. Since December, our team has made major gains that translate directly into a smoother experience for your business.
We’ve been working to make every part of your FAMLI experience faster and more efficient. Here’s how our latest performance metrics stack up, and how they’re directly improving your day-to-day operations.
👉 Average Answer Time is Less Than 60 seconds!
What used to take more than seven minutes now takes one (or less!)
👉 Support Tickets Resolved Faster Than Ever
We set a goal to reduce the time it takes to resolve support requests from 84 to 72 hours by year’s end. Our current average? 62 hours.
👉 Wage Uploads Processed in Minutes, Not Half-Hours
We also aimed to reduce wage upload processing time from 27 minutes to 15 minutes. We’re now averaging 5 minutes.
👉 Faster Premiums Reporting, Less Waiting
That back-end system we mentioned earlier? It’s already brought processing times down from 6 to 2 hours.
Across the board, we’re focused on building a simpler, faster, and more reliable experience for every Colorado workplace. Every improvement we roll out is for the same goal: to be the partner you trust to help your business run smoothly.
Experience the difference the next time you log-in — and tell us how you’re experiencing the portal today:
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