Common use of Abandonment Rate Clause in Contracts

Abandonment Rate. This standard applies to the claim team(s) and/or the member services team(s) which provide service for the Employer’s Employees. The Company will guarantee that calls will sequence through the Company’s automated telephone call distribution system such that the average abandonment rate will be no greater than *** percent. The Abandonment Rate results will be measured by the standard tracking reports produced by the Company’s automated phone system for all calls handled by the Service Center team servicing the Employer. If the Abandonment Rate for the Guarantee Period is greater than *** on average, for all locations providing member phone service to the Employer’s Employees, a Premium Credit will be made due. The maximum amount of the credit will be ***. Credits against this performance measure will be applied on a gradient as follows: *** of calls abandoned — *** MP Services Agreement 31 *** of calls abandoned — *** *** of calls abandoned — *** *** of calls abandoned — *** more than *** of calls abandoned — ***

Abandonment Rate. This standard applies to the claim team(s) and/or the member services team(s) which provide service for the Employer’s 's Employees. The Company will guarantee that calls will sequence through the Company’s 's automated telephone call distribution system such that the average abandonment rate will be no greater than *** percent*. The Abandonment Rate results will be measured by the standard tracking reports produced by the Company’s 's automated phone system for all calls handled by the Service Center team servicing the Employer. If the Abandonment Rate for the Guarantee Period is greater than *** on average, for all locations providing member phone service to the Employer’s 's Employees, a Premium Credit will be made due. The maximum amount of the credit will be ***. Credits against this performance measure will be applied on a gradient as follows: *** of calls abandoned — *** MP Services Agreement 31 *** of calls abandoned — - *** *** of calls abandoned — - *** *** of calls abandoned — - *** *** of calls abandoned - *** more than *** of calls abandoned — - ***