Average Speed to Answer definition

Average Speed to Answer means (i) the total number of seconds from the time a caller is queued and the call is answered for all calls queued to a live customer service representative or Interactive Voice Response Unit (IVRU), divided by (ii) the total calls handled by a live customer service representative or IVRU of the member service telephone line. PG # Performance Indicator Standard/Goal Measurement Criteria Frequency of Measurement Liquidated Damages Measurement Methodology 8 Call Abandonment Rate AR-15 The call abandonment rate of the dedicated toll- free customer service phone line shall not exceed the specified rate. Less than or equal to three percent (3%). Quarterly $1,000 per percentage point, or fraction thereof, greater than three percent (3%). The call abandonment rate percentage represents the number of calls in queue in which the caller has hung up the phone before the live customer service representative has answered the call divided by the total calls offered.
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Average Speed to Answer means the time it takes for a customer service phone call to be answered by OUTSOURCER after call is connected to the OUTSOURCER system.
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Average Speed to Answer or "ASA" shall mean the average time before a Call is answered by a Support Professional. The counter starts when the Call is presented to the ACD, and does not include the main greeting time prior to presentation to the ACD.
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Examples of Average Speed to Answer in a sentence

  • Performance Area Target Definition Measurement/ Frequency Penalty/ Amount at risk Average Speed to Answer ≤ 25 seconds The average speed of answer (the amount of time a caller is waiting while on hold) is calculated by dividing the total time all calls are on hold (in seconds) by the total number of calls received.


More Definitions of Average Speed to Answer

Average Speed to Answer means (i) the total number of seconds from the 100% of telephone calls to member services will be answered within an average speed to answer of 30 seconds or less. Annually $10,000 for every full second, or a fraction thereof, beyond 30 seconds for the Average Speed to Answer. For example, an Average Speed to Answer of 30.4 seconds xxxxx result in a financial consequence of $10,000. Similarly, an Average Speed to Answer of 31.1 seconds will result in a $20,000 financial consequence. time a caller is in queue and the call is answered for all calls queued to a Member Service Representative or IVRU, divided by (ii) the total calls handled by a Member Service Representative or IVRU of the member service telephone line. 9 Call Abandonment Rate The percentage of calls that are terminated by a participant before live contact is achieved shall not exceed the specified rate. Less than or equal to 3% Annually $10,000 per percentage point, or fraction thereof, greater than 3%
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Average Speed to Answer means the Speed to Answer, applicable to all calls within a specified timeframe, divided by the total number of calls received within the same specified timeframe.
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Average Speed to Answer is: (i) the total number of seconds from the time a caller makes prompt selection from automated greeting and the time the call is answered by a call center counselor within a given time period. Case Audit Score The Call Center MHPs will provide the most appropriate EAP services in a timely manner as reflected by Case Audit Scores, in accordance with Call Center MHP’s training. The average Case Audit Score of all Call Center MHPs will meet or exceed ninety-seven percent (97%) Quarterly $500 per quarter Contractor performs random sampling of clinical case records, using a Department- approved tool, of at least three (3) records per Call Center MHP. Member Satisfaction Survey The Member Satisfaction Surveys will reflect that the Call Center MHPs were professional and knowledgeable. At least ninety-seven percent (97%) of all Member Satisfaction surveys will reflect that the Call Center MHPs were professional and knowledgeable Quarterly $500 per quarter Contractor performs random sampling of clinical case records, using a Department- approved tool, of at least three records per Call Center MHP. Performance Indicator Standard/Goal Measurement Criteria Frequency of Measurement Financial Consequences Measurement Methodology Customer Service Continued Phone Line Availability The hours of operation for the toll-free number shall be seven (7) days a week, twenty-four (24) hours a day, with the exception of scheduled system downtime. Unscheduled phone line downtime requires notice to the Contract Manager immediately along with timeframe of patch or repair required and detailed reason for unscheduled downtime. Any period of downtime that exceeds twenty-four (24) hours from start to finish is subject to associated Financial Consequences. Constant $5,000 for each day the phone lines are unavailable. Measured as the start of downtime and ending with the restoration and full functionality of the toll-free number.
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Average Speed to Answer means (i) the total number of seconds from the time a caller is queued and the call is answered for all calls queued to a Member Service Representative or Interactive Voice Response Unit (IVRU), divided by (ii) the total calls handled by a Member Service Representative or IVRU of the member service telephone line.
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