Performance
Category
Average Speed
to Answer
Call
Abandonment
Rate
Amount at
Risk
Year 1:
$20,000.00
Year1:
$20,000.00
Guarantee
The average speed to answer (ASA) will
be 45 seconds or less. ASA is defined as
the average number of whole seconds
members wait and/or are in the telephone
system before receiving a response from
a customer care representative (CCR) or
an interactive vaice response unit
(IVR).This Guarantee will be calculated
based on the total number of calls
received in the customer service
telephone system.
This will be measured with employer
specific data.
A maximum of 5.0% of member calls will
be abandoned. Abandoned Calls are
defined as member calls that are waiting
for a customer care representative (CCR),
but are abandoned before connecting with
aCcCR. This Guarantee will be calculated
based on the number of calls abandoned
divided by the total number of calls
received in the customer service telephone
system. Calls that are abandoned in less
than five seconds will not be included in
this calculation.
This will be measured with employer
specific data.
Penalty Calculation
Tiering-National Accounts
National Accounts
Result
30 seconds or
less
31 to 33 seconds
34 to 36 seconds
37 to 39 seconds
40 or more
seconds
Measurement
and Reporting
C1 Option 2: Tiering-Local Accounts
Local Accounts
Result —
45 seconds or
less
46 to 48 seconds
"49 to 51 seconds
52 to 54 seconds
55 or more /
seconds
Tiering-National Only
National Accounts
3.0% or Less _
3.01% to 3.40%
3.41% to 3.70%
3.71% to 3.99%
4.00% or Greater
Enterprise Administrative Services Agreement — October 2012 Master Template
City of Nashua 06/17/2013
Period
Measurement
Period
Annual
" Reporting
Period
25% Annual
50%
75%
100%
Penalty
None
25%
50%
75%
100%
_ Measurement
Period
Annual
Penalty
None Reporting
25% Period
0,
50% Annual
75%
100%
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