Average Speed of Answer. Contractor shall ensure compliance on metric regarding the average number of time a using entity waits before the call is answered by the Customer Service Call Center. The Contractor shall monitor and report on a Quarterly basis the metric based from the time the using entity completes dialing and reaches the Customer Service Call Center language to when the using entity speaks with a live Call Center agent. Performance Standard: Less than 16 seconds The target: Less than 10 seconds Metric #9: Pricing Accuracy Contractor shall ensure compliance on metric regarding percentage where pricing must be accurate as reflected in Contract Pricing Model. The Contractor shall monitor and report on a quarterly basis the metric based from providing a reporting model to reflect invoiced price less the Contract Pricing Model referenced in Exhibits A and B contractual pricing. Invoice documentation to be provided for validation purposes. Performance Standard: 100.0% The target: 100.0%
Average Speed of Answer. Guarantee: Preferred Provider guarantees that the average speed of answer for the units providing Group member services will not exceed 30 seconds. This excludes calls abandoned before answering. Definition: The response level must be maintained each month. The average speed of answer will be measured by Preferred Provider’s standard internal call reports produced by Preferred Provider’s telephone monitoring equipment for all city member calls. Reporting to the City is due quarterly. Penalty and Measurement Criteria: Preferred Provider shall pay Group $ for failure to meet the standard outlined in the chart in Exhibit I-C. Preferred Provider 's results for the units providing member services for Group will be used.
Average Speed of Answer. If Customer's actual use of automated and live MCI carrier services is less than ***************** above Customer's monthly forecast as required in Paragraph 9 above, MCI agrees to provide an Average Speed of Answer ("ASA") of ********************* or less.
Average Speed of Answer. Contractor shall ensure compliance on metric regarding the average amount of time a using entity waits before the call is answered by the Customer Service Call Center. The Contractor shall monitor and report on a Quarterly basis the metric based from the time the using entity completes dialing and reaches the Customer Service Call Center language to when the using entity speaks with a live Call Center agent. Performance Standard: Less than 16 seconds for 100% of calls The target: Less than 10 seconds for 100% of calls
Average Speed of Answer. Eighty- five percent (85%) of calls shall be answered with live voice within thirty (30) seconds; and
