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Continued: MNsure scolded for waiting too long to fix call center

Forsythe, the MNsure board member and General Mills executive, said he remains critical of the state’s decision to create a primary call center for MNsure instead of directing most calls to an experienced operator. That decision was made before MNsure’s board took over in August.

“I think the strategy was upside down,” Forsythe said. “As a result, we were not positioned to outsource volume to a vendor and reduce these call wait times.” • 612-673-4132 • 612-673-7335

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  • Graphic: GRAPHIC: On hold at MNsure

    Monday February 3, 2014

    During busy enrollment periods, when MNsure’s call center can handle thousands of calls per day,...

  • Don Ortega was hired last week to work in MNsure’s call center and was trained in by Anquam Mahamoud that Wednesday.

  • Abdikarim Abdi and Josh Truax took calls and worked on training in the MNsure call center in St. Paul.

  • MNsure call center – by the numbers

    • Number of call center operators in October: 27

    • Average wait time : 10 minutes, 34 seconds

    • Number of operators in December : 54

    • Average wait time : 56 minutes, 45 seconds

    • Number of operators in January : 65

    • Average wait time : 36 minutes, 33 seconds

    • Number of external operators to be added by end of February: 100

    • Projected wait times by March : 2 to 10 minutes

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