Performance
Category
First Call
Resolution
Amount at
Risk
Year 1:
$20,000.00
Guarantee
A minimum of 85% of member calls will be
resolved during the initial contact with no
further follow up required. First Call
Resolution is defined as member callers
receiving a response to their inquiry during
an initial contact with no further foilow-up
required. This Guarantee will be
calculated based on the total number of
members who receive a First Call
Resolution divided by the total number of
calls received into the customer service
telephone system. [This will be measured
with employer specific data.]
Penalty Calculation
Tiering
Result
85.0% or Greater -
83.0% to 84.9%
81.5% to 82.9%
80.0% to 81.4%
Less than 80.0%
Enterprise Administrative Services Agreement — October 2012 Master Template
City of Nashua 06/17/2013
None
25%
“
75%
100%
Measurement
and Reporting
Period .
Measurement
Period
Annual
_ Reporting
Period
Annual
33
