Abandon Rate definition

Abandon Rate means the rate to “offered” calls where a customer hangs up after the call has been queued to an agent.

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Abandon Rate means, for live telephone calls to the Service Desk during a calendar month (i.e., excluding contacts received via HelpNow, or facsimile), the percentage of such calls: (i) that are not answered by a Service Desk agent responsible for problem resolution efforts after the caller selects the option on the voice response unit to speak to a Service Desk representative; and (ii) that are subsequently terminated by the caller or in which the caller is directed to leave a voicemail without speaking to a live Service Desk representative.

Abandon Rate calculation shall begin after the member has gone through the Interactive Voice Response system. Systems/Data Transfers System Availability for member portal and app 99.9% System Availability 2.0% System Availability will be calculated quarterly using the following formula (and will be rounded to the nearest one-tenth of a percentage point): i. “System Availability” = [(Base Time – Unscheduled Downtime) / (Base Time)] x 100 1. “Base Time” equals the product of the number of days in the applicable quarter multiplied by twenty-four (24) hours multiplied by sixty (60) minutes, less downtime resulting from a Force Majeure Event. 2. “Unscheduled Downtime” equals the time (in minutes) during which the portal and app is not operational (excluding “Scheduled Downtime”). 3. “Force Majeure Event” means any delay or failure in performance hereunder caused by reason of any occurrence or contingency beyond its reasonable control, including but not limited to acts of God, earthquake, labor disputes and strikes, riots, pandemic, health emergency, and war. 4. “Scheduled Downtime” equals the aggregate total of all minutes of planned and scheduled maintenance performed during the quarter to perform any necessary hardware, OS, network, database, application software maintenance, repair, upgrades, and updates. Claims Administrator must provide five (5) days prior notice for any maintenance to be included as Scheduled Downtime. Claims Administrator will work with Plan Sponsor to determine and use commercially reasonable efforts to schedule downtime after regular business hours, during times that minimize the disruption to operations. Loading of eligibility and claims data files 99.9% of Industry Standard File layouts with valid/clean data within 2 business days of receipt 2.0% a. Industry Standard File means: X12 837 and 835 file Formats, an Electronic submission of healthcare claim and payment information. Member Satisfaction Customer Service survey results 95% of members who respond to a survey express satisfaction or provide positive feedback with respect to the Customer Service Representative’s service 2.0% ● Service Level Agreement Activation o Minimum group size: This Service Level Agreement applies to a 150 Employee Life groups or more. ● Metric and Measures o Performance will be measured using Plan Sponsor’s specific claims, calls and survey data. o Claims turnaround time guarantee is not impacted by the timing of client funding or stop loss funding (including advanced...

Examples of Abandon Rate in a sentence

• Abandon Rate Rate at which IVR calls are abandoned while in queue due to delay waiting for service longer than 45 seconds Monthly abandon rate of 4 percent or less for all programs combined.

• Definition: The Abandon Rate Percentage shall mean the number of inbound calls from the Covered Population and Covered Entities that are answered by Service Provider divided by the number of calls offered to Service Provider’s queue.

• M Abandon Rate: Calls that exit the IVR and are abandoned prior to being serviced by a live agent shall not exceed 5% of calls; excludes “quick abandons” (less than 10 seconds).

• The TPA guarantees that the customer service lines for a GHIP enrollee must have an Abandon Rate (AR) no greater than 5% out of all incoming calls per policy year.

• Abandon Rate Rate at which IVR calls are abandoned while in queue due to prolonged delay waiting for service Monthly abandon rate of 4 percent or less for all programs combined.

• Help Desk Call Abandon Rate Total number of Calls in which an Authorized User selects either (i) an option from the voice response unit (“VRU”) to speak to a Help Desk agent, or (ii) an option to leave a voice mail message and then terminates the Call prior to answer by a Help Desk agent, divided by the total number of Calls placed to the Help Desk within a month, with the result expressed as a percentage.

• Consultant ▇▇▇▇ ▇▇▇▇▇▇▇▇ President Guarantees are based on book of business results Abandon Rate Number of calls that reach the call center and are placed in queue but do not reach the final destination because the caller hangs up before a representative becomes available.

• M Abandon Rate: Calls that exit the IVR and are abandoned prior to being serviced by a live agent shall not exceed 5% of calls; excludes “quick abandons” (less than 10 seconds) M Cardholder Dispute Response: Acknowledge 99% of Cardholder billing disputes within 30 calendar days M Cardholder Dispute Resolution: Resolve 99% of cardholder billing disputes within 2 billing cycles not to exceed 90 days.

• Abandon Rate Number of calls that reach the call center and are placed in queue but do not reach the final destination because the caller hangs up before a representative becomes available.

• These calls will not be included in the Abandon Rate Service Level statistics.

More Definitions of Abandon Rate

Abandon Rate means – The percentage of calls abandoned by the callers relative to total calls received “Call Talk Time” means – Total talk time between caller and call taker during the phone call (including time when a caller is on hold)

Abandon Rate. CALLTECH agrees that the abandon rate shall not exceed 3% of total Inbound Calls, measured daily. So long as PRICELINE dictates the number of agents to be on duty handling incoming customer calls, PRICELINE will assume responsibility for managing to this service level.

Abandon Rate means Calls by a user, in the queue to be answered by a Help Desk representative or Automated Resolution Process, that are terminated prior to such answer.