Common use of Average Speed to Answer Clause in Contracts

Average Speed to Answer. This standard applies to the claim team and/or the member service team that provide service for the Employer's Employees. The Company will guarantee that calls will sequence through the Company's automated telephone call distribution system and be answered by a customer service representative in *** seconds or less, on average. The Average Speed to Answer will be measured by the standard tracking reports produced by the Company's automated phone system for all the calls handled by the Service Center team servicing the Employer. If the Average Speed to Answer for the Guarantee Period is greater than *** seconds, a Premium Credit will be due. The maximum amount of the Premium Credit will be ***. Credits against this performance measure will be applied on a gradient as follows: *** seconds or less - *** *** seconds or less - *** *** seconds or less - *** *** seconds or less - *** More than *** seconds to answer - ***

Average Speed to Answer. This standard applies to the claim team and/or the member service team that 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 and be answered by a customer service representative in *** seconds or less, on average. The Average Speed to Answer will be measured by the standard tracking reports produced by the Company's ’s automated phone system for all the calls handled by the Service Center team servicing the Employer. If the Average Speed to Answer for the Guarantee Period is greater than *** seconds, a Premium Credit will be due. The maximum amount of the Premium Credit will be ***. Credits against this performance measure will be applied on a gradient as follows: *** seconds or less - — *** *** seconds or less - — *** *** seconds or less - — *** *** seconds or less - — *** More than *** seconds to answer - — ***