| Text of Recommendation | Measure and report performance to senior leadership on the call abandonment rate and the number of calls on hold for long periods. Assess the costs and benefits of improving in these two areas and use that assessment to establish goals to assess performance over time. |
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| Recommendation Number | 4 |
| Recommendation Status | Open |
| Significant Recommendation | Yes |
| Submitting OIG | |
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| Linked Report |