Evaluation of Abandonment Rate. (a) Abandonment Rate will be calculated using the total number of calls received during the Term that result in the caller terminating the call after it is queued to a customer service representative, divided by the total number of telephone calls received by the Service Center(s) during the Term, expressed as a percent. (b) The calculation of Abandonment Rate is based on all calls received by the Service Center(s) for all customers serviced in the Special Account Queue related to services provided by Contractor to the County Plan.
Appears in 5 contracts
Samples: Administrative Services Agreement, Administrative Services Agreement, Administrative Services Agreement
