Member Call Center Performance Standards Sample Clauses

Member Call Center Performance Standards. The MCO must meet or exceed the following call center standards: 90% of calls answered within 30 seconds; Capture rate of 95%; Hold time not to exceed 30 seconds; All inquiries that require a call back must be returned within 1 business day of receipt; and A minimum 70% of all calls to the customer service center are resolved during the first call. The MCO must self-report its monthly and semi-annual performance on these five standards for its member services and 24/7 toll-free call-in systems to ODM (Member Services Call Center Report) as specified in Appendix P, Chart of Deliverables. The MCO must have a separate telephone line and phone number for this Agreement. The MCO must report performance standards more frequently if required by ODM. The MCO must comply with any changes or updates to Utilization Review Accreditation Commission call center standards.
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Member Call Center Performance Standards. The MCO must meet or exceed the following call center standards: a. 90% of calls answered within 30 seconds;
Member Call Center Performance Standards. 1. The OhioRISE Plan must meet or exceed the following call center standards: 90% of calls answered within 30 seconds; Capture rate of 95%; Hold time not to exceed 30 seconds; All inquiries that require a call back must be returned within 1 business day of receipt; and A minimum 70% of all calls to the customer service center are resolved during the first call.

Related to Member Call Center Performance Standards

  • Performance Standards The Contractor agrees to perform all tasks and provide deliverables as set forth in the Contract. The Department and the Customer will be entitled at all times, upon request, to be advised as to the status of work being done by the Contractor and of the details thereof.

  • Contractor Performance Evaluations The Contract Administrator will evaluate Contractor’s performance as often as the Contract Administrator deems necessary throughout the term of the contract. This evaluation will be based on criteria including the quality of goods or services, the timeliness of performance, and adherence to applicable laws, including prevailing wage and living wage. City will provide Contractors who receive an unsatisfactory rating with a copy of the evaluation and an opportunity to respond. City may consider final evaluations, including Contractor’s response, in evaluating future proposals and bids for contract award.

  • PERFORMANCE MANAGEMENT SYSTEM 5.1 The Employee agrees to participate in the performance management system that the Employer adopts or introduces for the Employer, management and municipal staff of the Employer.

  • Acceptance/Performance Test 4.7.1 Prior to synchronization of the Power Project, the SPD shall be required to get the Project certified for the requisite acceptance/performance test as may be laid down by Central Electricity Authority or an agency identified by the central government to carry out testing and certification for the solar power projects.

  • Performance Standard Contractor shall perform all work hereunder in a manner consistent with the level of competency and standard of care normally observed by a person practicing in Contractor's profession. County has relied upon the professional ability and training of Contractor as a material inducement to enter into this Agreement. Contractor hereby agrees to provide all services under this Agreement in accordance with generally accepted professional practices and standards of care, as well as the requirements of applicable federal, state and local laws, it being understood that acceptance of Contractor’s work by County shall not operate as a waiver or release. If County determines that any of Contractor's work is not in accordance with such level of competency and standard of care, County, in its sole discretion, shall have the right to do any or all of the following: (a) require Contractor to meet with County to review the quality of the work and resolve matters of concern; (b) require Contractor to repeat the work at no additional charge until it is satisfactory; (c) terminate this Agreement pursuant to the provisions of Article 4; or (d) pursue any and all other remedies at law or in equity.

  • Registry Performance Specifications Registry Performance Specifications for operation of the TLD will be as set forth in Specification 10 attached hereto (“Specification 10”). Registry Operator shall comply with such Performance Specifications and, for a period of at least one (1) year, shall keep technical and operational records sufficient to evidence compliance with such specifications for each calendar year during the Term.

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