Abandonment Rate. The percentage of calls from End Users during Call Center operating hours that are not answered by a Call Center technical support agent and subsequently abandoned by End Users
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. Microdyne will measure the Abandonment Rate. The total abandonment rate is defined as the total number of calls dropped after being seized by the Microdyne ACD divided by the Total number of calls seized by the Microdyne ACD. This number will be reported as a percentage. Abandoned calls shall not exceed 10% of the total number of inbound calls seized by the Microdyne ACD in any given hour of operation. Abandoned calls shall not exceed 8% of the total number of inbound calls seized by the Microdyne ACD on any given day of operation. Abandoned calls shall not exceed 7% of the total number of inbound calls seized by the Microdyne ACD in any calendar month. Microdyne will also provide a monthly pareto analysis of the various points the calls abandon. This would be prior to menu selection, during menu selection, after menu selection, during the queue, after call is presented to agent.
Abandonment Rate. Less than 2% of service calls are abandoned. Transaction Processing: Transaction Turn around Accuracy New Account Purchases Day of receipt 95 % Financial Transactions Day of receipt 98 % Non-financial Transactions Receipt +4 95 % Print Mail Standards: Transaction Turn around Accuracy
Abandonment Rate. Rep. average speed of answer . Total average speed of answer . Rep. average call length . Staff utilization . Average PCP . Average wait time . Total number of calls accepted . Number of calls answered by Rep. . Number of calls accepted by Rep. . Forecasted Rep. productivity . Actual Rep. productivity . Forecasted total hours paid . Administrative hours paid . Regular hours paid . Overtime hours paid . Total Rep. hours paid . New hire hours paid . Total actual hours paid . Phone FTE . Paid FTE . Forecasted phone hours worked . Actual phone hours worked . Senior support hours . New hire support hours . New hire training hours . Current training hours . Phone miscellaneous hours . Meeting hours . Break hours . Sick hours . Paid time off hours . Clerical hours The following standards are used to measure call quality (Customer Contact Quality Objectives and Scoring sheet are attached): . Call opening or greeting . Telephone skills . Resource utilization . Product knowledge . Call closing Once final requirements are established, this list may be modified to reflect only those performance indicators in which Advanta does not have direct access to the daily and monthly results. Performance indicators will be included on Advanta's existing daily/monthly MIS report. EXHIBIT C --------- This is Exhibit C to Agreement Number [________] between High Performance Services, Inc. ("Contractor") and Advanta Corp. ("Advanta") and outlines the systems and interface requirements for the Work performed by the Contractor on behalf of Advanta. All Tools and Equipment supplied by Advanta will be maintained by Advanta at its cost. Assumptions:
Abandonment Rate. The monthly abandonment rate for Incoming Calls (“AR”) will not exceed an average of ******* (subject to modification by mutual agreement of the Parties upon potential expansion or overflow allowed). For clarity, “abandoned calls” are Incoming Calls where the telephone connection is terminated prior to the calling party being transferred to a live CSR.
Abandonment Rate i) OUTSOURCER average Call Center Abandonment Rate (Abandoned Calls/Total Calls) may not exceed 5% during any one week period (during Hours of Operation).
Abandonment Rate. ATP’s goal is to maintain an average abandonment rate of between [***], however our experience shows that on projects with one consultant on the line at any given time, abandonment rates range between [***]. This is attributed to the one consultant being unavailable to answer a call while taking another call.
Abandonment Rate. During the Baseline Period, the Exchange shall measure negative Abandonment Rate and once per month shall publicly report [County/Consortium] and Exchange performance during the Open Session of the Covered California Board). The appropriate metrics for abandonment will be established and applied to this MOU following the Baseline Period. The established Service Requirement for Abandonment Rate will be effective February 1, 2014.
Abandonment Rate. Less than 3% of callers during Open Enrollment abandon after the first 30 seconds in queue prior to reaching as service center representative. 5% Attachment B- Section “Ongoing Fee” Service Performance Element County Specific Standard: Results must be reported for County Specific population, not book of business. Percentage of Fees at Risk per Quarter Risk Base C. 1) Case Management Two separate measures: 1. 90% of calls to the customer service center are resolved on the same business day. Measurement excludes items pending a response/submission from the participant. 2. 95% of calls to the customer service center are resolved within 20 business days. 5% Attachment B- Section “Ongoing Fee”
