Ken Paxton

Thursday, January 9, 2003

Attorney General Greg Abbott Formally Opens New Lubbock Child Support Call Center

AUSTIN - Texas Attorney General Greg Abbott today formally opened the Lubbock Regional Call Center to serve customers of the Attorney General's Child Support Division. The Lubbock call center is one of eight in the state that assists parents wishing to speak directly with someone about their child support case.

"Customers expect prompt and courteous service when they contact my office about their child support case. The Lubbock call center helps us respond to the needs of Texas children by providing their parents with a convenient way to get their questions answered and obtain up-to-date case information," said Attorney General Greg Abbott.

In January 1999, the Attorney General's Child Support Division operated a single statewide customer service call center. Only 14 percent of the monthly calls to a customer service representative were answered. Frustrated by busy signals and long hold times, many callers hung up before speaking with someone about their child support case.

Statewide call center operations were decentralized in January 2000 to improve accessibility and responsiveness to callers. By November 2002, regional call centers answered 97 percent of the 200,000 calls received in 33 seconds.

The Lubbock Regional Call Center, which began operating November 1, handles calls from child support customers served by the Lubbock, Amarillo, Wichita Falls, Abilene and San Angelo child support offices.

In addition to regional call centers, the Attorney General's Child Support Division gives parents other options for obtaining current information on their child support case. Child Support Interactive, located on the main Attorney General Web site, provides custodial parents with case information such as dates and locations of court hearings, notification that genetic testing results are available, and a record of the last 12 support payments. Parents may also utilize the agency's automated voice response system by calling 1-800-252-8014 to obtain information about their child support case or apply for services.