Call Processing Time Benchmark Clause Samples
The Call Processing Time Benchmark clause sets a standard for the maximum allowable time in which calls must be processed by a service provider. Typically, this clause specifies a target duration—such as a certain number of seconds—for handling or routing calls, and may include provisions for monitoring and reporting performance against this benchmark. Its core practical function is to ensure consistent and efficient call handling, thereby maintaining service quality and providing a measurable standard for performance obligations.
Call Processing Time Benchmark. Maintain an average Call Processing Time for Emergency Response call types at or less than 90 seconds.
Call Processing Time Benchmark. (1) For the eight types of calls listed below, the Call Processing Time Benchmark shall be ninety percent (90%) of calls processed within 90 seconds:
i. Calls requiring emergency medical dispatching questioning and pre-arrival medical instructions;
ii. Calls requiring language translation;
iii. Calls requiring the use of a TTY/TDD device or audio/video relay services;
iv. Calls of criminal activity that require information vital to emergency responder safety prior to dispatching units;
v. Hazardous materials incidents;
vi. Technical rescue;
vii. Calls that require determining the location of the alarm due to insufficient information; and
viii. Calls received by text message.
(2) For all other calls, the Call Processing Time Benchmark shall be ninety percent (90%) of calls processed within 64 seconds.