The table below shows a partial list of our service level metrics for Member Telephone calls.
| Member Phone Calls |
You |
Peer Avg |
Universe Avg |
| 1. Faster is Better |
|
|
|
Average answer time
% of calls that get busy signals
|
51 sec
2% |
88 sec
12% |
97 sec
9% |
| 2. Availability, more is Better |
|
|
|
Toll Free Number
Call Center: hours open weekly
|
Yes
52 hours |
93% Yes
47 hours |
84% Yes
44 hours |
| 3. Irritants are big negatives |
|
|
|
Number of menu layers
Time negotiating menu layers
|
1
25 sec |
2
30 sec |
2
36 sec |
| 4. Do you have computer access to: |
|
|
|
Record of a member’s previous calls
Correspondence on-line
On-line help system for service reps
Account Value
|
Yes
No
Yes
Yes
|
31 %Yes
40% Yes
70% Yes
90 %Yes
|
40% Yes
57% Yes
48% Yes
88% Yes
|
| 5. Product Quality Matters |
|
|
|
% one call resolution
Do you survey call satisfaction?
|
87%
Yes |
75%
95% Yes |
65%
81% Yes |