Customer Services Center Report Sample Clauses

Customer Services Center Report a. The Contractor shall submit a customer services center summary report and backup documentation from the telephone system-generated report verifying the data contained in the summary report. The report should contain the telephone data for the normal business hours (Monday through Friday, 8 hours a day minimum) as follows: (1) Total number of incomplete calls that get busy signals. (2) Monthly number of phone calls abandoned including average time to abandon and, listed by: (a) Incoming (b) From queue (3) Total delay time (in hours, minutes, seconds) prior to being answered by an agent (4) Total number of calls completed (answered by an agent). (5) Average call length (6) Average after-call work time (7) Average number of daily phone calls received (8) The amount of telephone system inoperable time, in excess of one (1) hour, per incident
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Customer Services Center Report. The Contractor must submit the Customer Services Center Report by the twentieth (20th) calendar day of the month following the month of service unless otherwise approved by the HCA Transportation Program Manager, or designee, with the exception of reports with identified specific delivery dates. Using the definitions contained in Exhibit A, Performance Metrics, subsection 3, Per Trip Service Cost Incentive, the Contractor shall submit a customer services center summary report and backup documentation from the telephone system-generated report verifying the data contained in the summary report. The report should contain the telephone data for the normal business hours (Monday through Friday, for a minimum of 8 hours per day) as follows: A. Total number of incomplete calls that get busy signals; B. Monthly number of phone calls abandoned including average time to abandon and listed by: I. Incoming; and II. From queue. C. Total delay time (in hours, minutes, seconds) prior to being answered by an agent; D. Total number of calls completed (answered by an agent); E. Average call length; X. Xxxxxxx after-call work time; G. Average number of dally incoming phone calls, total number of incoming phone calls to the Contractor's Customer Services Center. Incoming phone calls do not include fax calls. Incoming phone calls do Include all calls, whether answered or not answered by the Contractor; H. The amount of telephone system inoperable time, in excess of one (1) hour, per incident; and I. Total number of calls answered by an agent within three (3) minutes.
Sample 1

Related to Customer Services Center Report

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