The
following required levels of service shall be available at all times
(e.g., daily, weekly, and monthly). Averages are not acceptable.
• Blockage
rates shall not exceed 5%.
• The
average speed of answer shall not exceed 20 seconds.
• The
call abandonment rate shall be less than 5%.
• Total
“on hold” time for 95% of all calls shall not exceed two minutes
during the entire telephone call.
• Eighty-five
percent (85%) of all telephone caller inquiries shall achieve resolution
in one call. (Includes calls transferred to an individual.)
• Response
accuracy 97% (responses provided by Call Center staff shall be accurate
and complete according to the terms of the contract and all applicable
TRICARE programs and policies).