Evaluation of First Call Resolution. (a) First Call Resolution will be calculated based on the inquiries received by Contractor related to services provided by Contractor to the County Plan. (b) The First Call Resolution rate will be calculated using the number of inquiries received from the County that were closed during the first inquiry, divided by the total number of inquiries received from the County, expressed as a percent. (c) An inquiry will be considered closed when Contractor gives it a closed status on the Inquiry Tracking System(s) and no inquiries involving the same matter are received during the 45 Day timeframe preceding and following the inquiry.
Appears in 12 contracts
Samples: Administrative Services Agreement, Administrative Services Agreement, Administrative Services Agreement
Evaluation of First Call Resolution. (a) First Call Resolution will be calculated based on the inquiries received by Contractor related to services provided by Contractor to the County Plan.
(b) The First Call Resolution rate will be calculated using the number of inquiries inquiresinquiries received from the County that were closed during the first inquiry, divided by the total number of inquiries received from the County, expressed as a percent.
(c) An inquiry will be considered closed when Contractor gives it a closed status on the Inquiry Tracking System(s) and no inquiries involving the same matter are received during the 45 Day timeframe preceding and following the inquiry.
Appears in 1 contract
Samples: Administrative Services Agreement
Evaluation of First Call Resolution. (a) First Call Resolution will be calculated based on the inquiries received by Contractor related to services provided by Contractor to the County Plan.
(b) The First Call Resolution rate will be calculated using the number of inquiries inquires received from the County that were closed during the first inquiry, divided by the total number of inquiries received from the County, expressed as a percent.
(c) An inquiry will be considered closed when Contractor gives it a closed status on the Inquiry Tracking System(s) and no inquiries involving the same matter are received during the 45 Day timeframe preceding and following the inquiry.
Appears in 1 contract
Samples: Administrative Services Agreement
