Abandon Rate definition

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.
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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. 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.
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Examples of Abandon Rate in a sentence

  • Abandon Rate 2% or less Bidder will maintain an abandonment rate of 2% or less for each of the following primary call center units - claims, enrollment and general inquiries.

  • CAW Line Abandon Rate (CAW Calls Handled/Producer Calls Offered)8.

  • 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.

  • Figure 12: Customer Care Statistics – Customer Satisfaction Score, Service Level and Call Abandon Rate 2.

  • At the least Vendors should include the following key performance indicators in their program: • Average Speed to Answer (ASA)• Abandon Rate • Customer SatisfactionRhode Island has included some additional sample metrics recommended by Contact Center experts in Appendix C: Contact Center Requirements Matrix.

  • Using most recent year-end data complete the table below for the office that would be handling State calls: TargetActual 2018 year end resultsCall Volume (calls/day)N/A500 words.Call Abandon Rate (%)500 words.500 words.Average Speed of Answer (in seconds)500 words.500 words.Average wait time (in seconds)500 words.500 words.

  • When call volume exceeds 5,000 calls per day, the performance indicators for Average Abandon Rate and Average Hold Time will be pro-rated with the call volume.

  • CSC and ODT will mutually develop the scoring methods and procedures.When call volume exceeds 5,000 calls per day, the performance indicators for Average Abandon Rate and Average Hold Time will be pro-rated with the call volume.

  • For example, a 10%increase in calls will allow for a 10% increase in Average Abandon Rate and Average Hold Time.

  • Using most recent year-end data, complete the table below for the office that would be handling PEEHIP calls: TargetActual 2018 year endresultsCall Volume (calls/day)N/A500 words.Call Abandon Rate (%)500words.500 words.Average Speed of Answer (inseconds)500words.500 words.Average wait time (in seconds)500words.500 words.


More Definitions of Abandon Rate

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.
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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)
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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% Notes: ● 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 a...
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Related to Abandon Rate

  • SONIA Reference Rate means, in respect of any London Banking Day, a reference rate equal to the daily Sterling Overnight Index Average ("SONIA") rate for such London Banking Day as provided by the administrator of SONIA to authorised distributors and as then published on the Relevant Screen Page (or if the Relevant Screen Page is unavailable, as otherwise is published by such authorised distributors) on the London Banking Day immediately following such London Banking Day; and

  • CMS Rate means the applicable swap rate for swap transactions in the Reference Currency with a maturity of the Designated Maturity, expressed as a percentage, which appears on the Relevant Screen Page as at the Specified Time on the relevant Interest Determination Date in question, all as determined by the Calculation Agent.

  • Reset Date means the First Reset Date, the Second Reset Date and each Subsequent Reset Date (as applicable);

  • Term SOFR Reference Rate means the forward-looking term rate based on SOFR.

  • Alternative Reference Rate means the rate that the Independent Adviser or the Issuer (as applicable) determines has replaced the relevant Reference Rate in customary market usage in the international debt capital markets for the purposes of determining rates of interest in respect of bonds denominated in the Specified Currency and of a comparable duration to the relevant Interest Period, or, if the Independent Adviser or the Issuer (as applicable) determines that there is no such rate, such other rate as the Independent Adviser or the Issuer (as applicable) determines in its discretion (acting in good faith) is most comparable to the relevant Reference Rate;