National Trends and State-Level Variation in the Duration of Incoming Quitline Calls to 1-800-QUIT-N

Nathan Mann, Ann Malarcher, Lei Zhang, Asma Shaikh, Jesse Thompson and LeTonya Chapman
National Trends and State-Level Variation in the Duration of Incoming Quitline Calls to 1-800-QUIT-NOW During 2012–2015.
Published online by Cambridge University Press: 23 March 2020, DOI: https://doi.org/10.1017/jsc.2020.9

Using data on the duration of incoming quitline calls to 1-800-QUIT-NOW from 2012 through 2015, authors examined national trends and state-level variation in average call duration.

This study concluded that variation in average call duration across states likely reflects different services, delivery models. Findings from this study may encourage states and quitline service providers to explore whether there are cost-effective quitline service delivery models for providing quitline callers who want to talk with a counselor to receive at least 10 minutes of reactive cessation counseling. The study highlights the importance of state quitlines having adequate infrastructure and capacity to respond to customer needs, particularly during times of increased call volume.