Telephone Response time. Average Speed of Answer (ASA) ≥ 85% of calls answered in thirty (30) seconds or less. The amount of time that elapses between the time a call is received to the time answered by a representative (live voice answer). Call volume does not include calls that are handled by an IVR system. County specific results. Quarterly, with monthly client specific reporting to County. 2% of annual base administrative fees. Penalty will be 0.5% for each quarter the standard is not met.
Telephone Response time. Contractor will respond to and acknowledge Utilities’ request for support within two (2) hours of Utilities’ request for service.
