First Call Resolution Rate definition
First Call Resolution Rate means (i) the total number of telephone calls made by a Member and resolved by a Medco Member Service Representative on the first call as measured by the Member not calling back the Medco Member Service Call Center within five (5) days regarding the same inquiry, divided by (ii) the total number of telephone calls made by Members and received by Medco’s Member Service Call Center.
Examples of First Call Resolution Rate in a sentence
The First Call Resolution Rate for each Contract Year will be 93% or greater.