It was a busy 2019 for the ABR’s Certification Services Division (CSD), with correspondence and outreach ranging from emails and phone calls to actual letters with postage attached.
The team resolved approximately 30,000 cases from diplomates and candidates last year, of which 9,389 involved one or more phone calls. At a rate of seven minutes per call, the small staff spent a total of 1,095 hours on the phone.
The CSD team often initiates contact with diplomates and candidates to provide important updates. For example, CSD produces an average of eight to 10 email campaigns for a typical exam. In the final quarter of the year, outreach efforts resulted in 13,970 emails, 414 calls, and 38 mailed letters.
Anyone who needs CSD assistance should contact firstname.lastname@example.org or (520) 790-2900. Staff is available from 9 a.m. to 6 p.m. Eastern time Monday through Friday.