Telephone Response. Responding to consumer and distributor requests for information and services received over the telephone. Customer service representatives are available to consumers and distributors toll-free between 8:30 AM and 7:00 PM ET. Automated voice response services for basic account inquiries, select transaction requests and general product information are available to consumers 24 x 7 also toll- free. All calls are recorded for compliance and quality monitoring purposes. • Electronic Response (e-mail) – Responding to consumer and distributor requests for information and services received through xxxx://xxx.xxxxxxxxxxxxxxxxxxx.xxx and xxx.xxxxxxxxxxxxxxx.xxx or direct e-mail within a one Business Day time period. All electronic responses will be reviewed for accuracy and completeness of content, professionalism, proper grammar and punctuation, and language that appropriately matches tone and style of respondent. • Written Correspondence – Responding to consumer and distributor requests for information and services received in writing. All written responses will be reviewed for accuracy and completeness of content, professionalism, proper grammar, and language that appropriately matches tone and style of respondent. • Transaction Processing – Processing eligible transactions and account maintenance requests received from consumers and distributors over the phone. All transactions are reviewed for accuracy. • Problem Resolution – Resolving problems or issues for consumers and distributors in a timely manner. Ensuring effective follow-up and complete customer satisfaction. • Customer Activity Reporting – Reporting of consumer and distributor behavior as it relates to services and product offerings.
Telephone Response. PBM will guarantee that Covered Person service representatives will answer * of incoming telephone calls within * from the initial ring each calendar year. PBM will be assessed a penalty of * of Base Administrative Fees paid by United HealthCare during such calendar year if this target is not met.
Telephone Response. The Contractor must provide adequate live operator telephone coverage. The Contractor must meet the following performance standards related to the responsiveness of staffed telephone lines: During open hours, 70% of all incoming calls that opt to talk to a CSR must be answered by a CSR within 25 seconds of leaving the IVR; 98% of calls that have left the IVR and are on hold waiting for a CSR will be transferred to a live operator within 4 minutes. Lost call abandonment rate after the call exits the IVR shall not exceed 5%. Exit point data regarding calls captured within the IVR will be documented and reported weekly. If the Contractor fails to achieve these “Telephone Response” targets, a financial penalty will be applied as documented in Attachment B, number 6, section C.
Telephone Response. The Contractor must meet the following performance standards related to the responsiveness of staffed telephone lines: During open hours, 70% of all incoming calls that opt to talk to a CSR must be answered by a CSR within 25 seconds of leaving the IVR; 98% of calls that have left the IVR and are on hold waiting for a CSR will be transferred to a live operator within 4 minutes. Lost call abandonment rate after the call exits the IVR shall not exceed 5%. Penalties for failing to answer with a live agent a minimum of 60% of calls within 25 seconds within a given month, will result in a penalty of $27,500 for the month, not to exceed $330,000 for a year. If a monthly Service Level of answering between 60% and 69.9% of calls with a live agent within 25 seconds is met, there is no penalty or incentive. If a monthly Service Level of answering 70% or more of calls with a live agent within 25 seconds is met, and 98% of calls are answered within 4 minutes and the abandonment rate does not exceed 5%, an incentive payment of $55,000 for the month will be paid, not to exceed $660,000 for a year.
Telephone Response. Under Normal Operating Conditions, telephone answer time by a customer service representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. These standards shall be met no less than ninety (90) percent of the time under Normal Operating Conditions, measured on a quarterly basis. Under Normal Operating Conditions, the Subscriber will receive a busy signal less than three percent (3%) of the time. Under Normal Operating Conditions, no more than three percent (3%) of Subscribers calls shall be abandoned. Grantee shall maintain equipment to satisfactorily perform surveys to measure compliance with the telephone answering standards and shall make such surveys available for the City inspection upon request.
