Call Center Performance. 2.9.2.2.1. The ICDS Plan BSRs must answer eighty percent (80%) of all Beneficiary telephone calls within 30 seconds or less.
2.9.2.2.2. The ICDS Plan must limit the average hold time to two (2) minutes, with the average hold time defined as the time spent on hold by the caller following the interactive voice response (IVR) system, touch tone response system, or recorded greeting, and before reaching a live person.
2.9.2.2.3. The ICDS Plan must limit the disconnect rate of all incoming calls to five percent (5%) percent.
2.9.2.2.4. The ICDS Plan must have a process to measure the time from which the telephone is answered to the point at which a Beneficiary reaches a BSR capable of responding to the Beneficiary’s question in a manner that is sensitive to the Beneficiary’s language and cultural needs.
Call Center Performance. 2.9.2.2.1. The ICDS Plan BSRs must answer eighty percent (80%) of all Beneficiary telephone calls within thirty (30) seconds or less after the interactive voice response (IVR) system, touch-tone response system, or recorded greeting interaction, before reaching a live person.
2.9.2.2.2. The ICDS Plan must limit the average hold time to no longer than two (2) minutes, with the hold time defined as the time spent on hold by the caller following the interactive voice response (IVR) system, touch tone response system, or recorded greeting, and before reaching a live person.
2.9.2.2.3. The ICDS Plan must limit the disconnect rate of all incoming calls to no higher than five percent (5%) percent. The disconnect rate is defined as the number of calls unexpectedly dropped divided by the total number of calls made to the customer call center.
2.9.2.2.4. Interpreters must be available for eighty percent (80%) of incoming calls requiring an interpreter within eight (8) minutes of reaching the BSR and be made available at no cost to the caller.
2.9.2.2.5. The ICDS Plan must connect eighty percent (80%) of incoming calls requiring TTY services to a TTY operator within seven (7) minutes.
2.9.2.2.6. The ICDS Plan must have a process to measure the time from which the telephone is answered to the point at which a Beneficiary reaches a BSR capable of responding to the Beneficiary’s question in a manner that is sensitive to the Beneficiary’s language and cultural needs.
Call Center Performance. PG-5 Service Level/Average Speed to Answer a.) Inbound customer calls received by the dedicated Customer Service Unit described in AR-29 shall be answered by a live agent within the specified target time threshold. The target time threshold is measured from the time that the call is presented in the call queue for an agent and does not include any time when the caller was navigating the automated system prior to entering 90% of all calls shall be answered within 20 seconds or less Quarterly $2,000 per percentage point, or fraction thereof, less than 90.0% the call queue, if applicable.
