Service Level 1 - Customer Service Mean Speed to Answer Sample Clauses

Service Level 1 - Customer Service Mean Speed to Answer. (mean wait time, in seconds, to answer calls at Supplier’s customer service centers). This Service Level shall mean, for a given Measurement Window, for the Eligible Medical Groups then-receiving Platform-Specific Services (as a whole), (a) the Aggregate Hold Time divided by (b) the number of calls to Supplier’s customer service center for which the caller requested to speak with a Supplier representative during the Measurement Window. For purposes of calculating this Service Level, “Aggregate Hold Time” means the aggregated total amount of time during the Measurement Window that all callers to Supplier’s customer service center for all of the Eligible Medical Groups then-receiving Platform-Specific Services collectively (including “hang-ups”) remained on hold or in the interactive R1 RCM AND ASCENSION HEALTH [**] Indicates that text has been omitted which is the subject of a confidential treatment request. The text has been separately filed with the Securities and Exchange Commission. voice response unit after such callers requested to speak with a Supplier representative with respect to Supplier’s customer service center for the Eligible Medical Groups then-receiving Platform-Specific Services (as a whole).
Sample 1
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Service Level 1 - Customer Service Mean Speed to Answer. (Mean wait time, in seconds, to answer calls at R1’s Customer Service Centers). This Service Level shall mean for a given Measurement Window, (a) the Aggregate Hold Time, divided by (b) the number of calls to R1’s Customer Service Center for which the caller requested to speak with a R1 representative during the Measurement Window. For purposes of calculating this Service Level, “Aggregate Hold Time” means the aggregated total amount of time during the Measurement Window that all callers to R1’s Customer Service Center (excluding “hang-ups”) remained on hold or in the interactive voice response unit after such callers requested to speak with a R1 representative with respect to R1’s Customer Service Center.
Sample 1

Related to Service Level 1 - Customer Service Mean Speed to Answer

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