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).
Appears in 4 contracts
Samples: Services Agreement, E Finance Services Agreement (Ideal Financial Solutions Inc), E Finance Services Agreement (Ideal Financial Solutions Inc)
