Common use of CSP Services Clause in Contracts

CSP Services. A. Call Center (Tier One Only) 85% of inbound calls received each month shall be answered within 30 seconds, based on a system wide average. If misdirected calls are 3% or more of Customer’s total monthly volume routed to the Metavante call center, the foregoing standards do not apply and a $10 fee will be charged for each misdirected call. The monthly average abandoned call rate shall not exceed five percent (5%) of all incoming calls (does not include calls answered by an automated response unit), based on a system wide average. Metavante will respond to e-mail inquiries as follows: 95% within 2 business days, 100% within 5 business days (measured monthly, based on a system wide average). B. Claim Inquiring Processing (measured monthly, based on a system wide average) Standard Research Inquiries. End User initiated research will be handled within three (3) Business Days, 90% of the time, after the initial contact to Metavante Customer Service by the End User. Escalated service cut-off Inquiries, mortgage payments and insurance payments will be handled within one (1) business day after the initial consumer contact 90% of the time. By definition, “handled” includes items brought to resolution and items that require more information from the End User or payee before they can be brought to resolution. Pending status inquiries will be tracked by or on the next action date and follow up will continue until the problem is resolved. The follow-up with End Users and payees will occur on the date of next follow-up 80% of the time.

CSP Services. A. Call Center (Tier One Only) 85% of inbound calls received each month shall be answered within 30 seconds, based on a system wide average. If misdirected calls are 3% or more of Customer’s total monthly volume routed to the Metavante call center, the foregoing standards do not apply and a $10 fee will be charged for each misdirected call. The monthly average abandoned call rate shall not exceed five percent (5%) of all incoming calls (does not include calls answered by an automated response unit), based on a system wide average. Metavante will respond to e-mail inquiries as follows: 95% within 2 business days, 100% within 5 business days (measured monthly, based on a system wide average). B. Claim Inquiring Processing (measured monthly, based on a system wide average) Standard Research Inquiries. End User initiated research will be handled within three (3) Business Days, 90% of the time, after the initial contact to Metavante Customer Service by the End User. Escalated service cut-off Inquiries, mortgage payments and insurance payments will be handled within one (1) business day after the initial consumer contact 90% of the time. By definition, “handled” includes items brought to resolution and items that require more information from the End User or payee before they can be brought to resolution. Pending status inquiries will be tracked by or on the next action date and follow up will continue until the problem is resolved. The follow-up with End Users and payees will occur on the date of next follow-up 80% of the time. C. Processing. Payments entered into the system by 3:00 p.m., CST/CDT will be processed in that day’s processing cycle. Any payments entered after the cutoff time will be processed in the next available cycle.