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.
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.
