Common use of First Call Resolution Penalty Clause in Contracts

First Call Resolution Penalty. The penalty for Contractor's failure to meet the First Call Resolution Performance Commitment shall be the amount shown in Attachment A. P. CSA Quality Performance Commitment A designated percentage of inquiries received by the Service Center(s) servicing the County (the “Service Center(s)” and randomly monitored, shall achieve Contractor's quality standards for issue resolution, ownership and professionalism. The designated percentage is shown in Attachment A.

First Call Resolution Penalty. The penalty for Contractor's failure to meet the First Call Resolution Performance Commitment shall be the amount shown in Attachment A. P. A. F. CSA Quality Performance Commitment A designated percentage Commitment G. CSA Quality Evaluation (a) CSA Quality will be based on a random sample of all inquiries received from the County related to services provided by Contractor to the County plan. (b) The CSA Quality rate will be calculated using the number of inquiries received that achieved Contractor’s quality standards, divided by the Service Center(s) servicing the County (the “Service Center(s)” and randomly monitoredtotal number of inquiries audited, shall achieve Contractor's quality standards for issue resolution, ownership and professionalism. The designated percentage is shown in Attachment A.expressed as a percent.

First Call Resolution Penalty. The penalty for Contractor's failure to meet the First Call Resolution Performance Commitment shall be the amount shown in Attachment A. P. CSA Quality Performance Commitment A designated percentage of inquiries received by the Service Center(s) servicing the County (the “Service Center(s)” and randomly monitored, shall achieve Contractor's quality standards for issue resolutionbased on telephone call etiquette, ownership customer interaction and professionalismrelationship, information and knowledge and documentation where each category ranks as a percentage of the total. The designated percentage is shown in Attachment A.