Call center wait times are the average amount of time an enrollee is on hold waiting for assistance. Long wait times mean states are unable to adequately serve enrollees and applicants who need assistance. Since most call centers are only available during normal business hours, people who work jobs with limited flexibility may have difficulty getting the help they need to stay enrolled. Improving ex parte rates and providing tools like renewal tutorials can help reduce the need for direct assistance with the renewal process.

Call Wait Time   Call Abandonment Rate   Application Processing Time   Overall Renewal Rate

Ex Parte Renewals   Disenrollment Rate at Renewal   Procedural Disenrollment Rate   Pending Renewals

For this metric, a lower rate is better.