Table 4.

Results of logistic regression of call volume and recruitment on meeting dichotomous quality indicator goals

Outcome = Did not meet service-level standard (≥80% answered in 60 seconds)	AOR	95% CI	p-value
Call volume (per 100 calls)	2.95	2.23, 3.89	<0.001
Risk assessments only	1.04	0.94, 1.16	0.431
Baseline surveys	1.09	0.94, 1.27	0.269
Intervention recruitment day	1.12	0.45, 2.79	0.807

Outcome = Did not meet abandon rate standard (<10%)
Call volume (per 100 calls)	2.53	2.07, 3.09	<0.001
Risk assessments only	0.98	0.90, 1.07	0.695
Baseline surveys	1.01	0.90, 1.13	0.890
Intervention recruitment day	1.38	0.68, 2.80	0.378

Outcome = Did not meet average time in queue goal (≤60 seconds)
Call volume (per 100 calls)	2.17	1.82, 2.58	<0.001
Risk assessments only	0.98	0.90, 1.06	0.548
Baseline surveys	1.07	0.96, 1.20	0.207
Intervention recruitment day	1.79	0.91, 3.52	0.093