Common use of Call Center Performance Clause in Contracts

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.

Appears in 2 contracts

Samples: Contract, Contract

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