Workload at Costly VA Call Centers: 2 Calls a Day
...so they decided to go 24/7
By Rob Quinn, Newser Staff
Posted Jul 16, 2013 3:10 AM CDT
The Department of Veterans Affairs building in Washington.   (AP Photo/Charles Dharapak)

(Newser) – The Veterans Affairs Department has spent millions on employment call centers so overstaffed that workers only handle a call or two per day, inspectors have discovered. The two centers—operated by a private contractor—handled an average of 2.4 calls per operator daily between December 2011 and December 2012, but instead of cutting back on operators, the VA expanded the hours of operation to 24 hours a day, seven days a week, based on projections from the contractor, Fox reports.

The workload then dropped to 1.4 calls a day per employee. The inspector general's report concluded that the overspend, estimated to reach $13 million through 2015, happened because the department failed to ask the contractor for data on call volume.

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Showing 3 of 26 comments
slammer
Jul 17, 2013 9:24 PM CDT
i want this job!!!!!!!! lol our dumbazz gov in action! shame x9999999999999999
nancyjo
Jul 16, 2013 10:28 PM CDT
Privatizing often is worse than it was before. Lots more money wasted. Look at the money wasted by private contractors in Afghanistan. $80 billion gone, and nobody knows where it went? Ha!
Smitty6398
Jul 16, 2013 9:51 PM CDT
PLEASE NOTE !!! Every seat in The House Of Representatives, all 435 of them, (they control the Nation's cash flow) is up for re-election in 2014. AND 35 of the seats in the Senate. SEND'EM ALL HOME !! Most of the 65 or so remaining on the payroll will surely get the point. And the new residents warming those vacant chairs will, as well. Washington D.C. will be revitalized and ready to do the People's Business. We The People own this country, it's time we hired some PROFESSIONAL MANAGEMENT !! NU2014HR