Average Speed to Answer. The Average Speed to Answer is the telephone response time that is measured from the time calls are put in queue until they reach their final destination and are answered by a customer service representative. The Average Speed to Answer is provided by telephone reports, which compute the average number of seconds that Members spend on hold waiting for their call to be answered. Claim Processing Accuracy Claim Processing Accuracy is determined from an audit of randomly selected claims. The Claim Processing Accuracy percentage is calculated dividing the number of accurately processed claims by the number of claims selected in the sample. All claim data fields are reviewed; however, only errors resulting in a payment error (overpayment or underpayment) are counted as processing errors. Also included are misapplied deductibles and co-share amounts. Claims excluded as errors are claims with administrative inaccuracies that do not impact claims disposition, future claims disposition, or customer reporting. Member Communications Member Communications include all informational materials related to the Plan and provided to covered City of Houston Retirees and their eligible dependents. These materials also include documents required by the Centers for Medicare and Medicaid Services (CMS) such as the Evidence of Coverage (EOC) and the Annual Notice of Change (ANOC).
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. (In seconds) 4
Average Speed to Answer. (In seconds) The average amount of elapsed time from the point that the caller selects to speak to an agent at the Service Desk queue until a Service Desk technician answers the Call. The monthly average speed to answer Service Level shall be calculated by taking the sum of the amount of elapsed time to answer for each Call, for the applicable month, and dividing it by the total number of Calls answered in that month.
Average Speed to Answer. An average of ******* of Incoming Calls will be answered within ******* by a live CSR, as calculated on a monthly basis. Average Speed to Answer is referred to herein as “ASA”.
