Time Handling Calls + Available Time / Logged In Time. Measured as a percentage.

Target: >=90% Below Target: 87-89% Penalty: <=86%

Time Answered – Time Assigned. Measured in Seconds.

Target: <6 sec Below Target: 6-8 sec Penalty: >9 sec

Time Agent Available on Queue – Time Interaction ended.

Target: <=10 sec Below Target: 11-12 sec Penalty: >13 sec

Target: >=95% Below Target: 88-94% Penalty: <=87%

Available On-queue time/Scheduled Time. Measured as a percentage.

Target: >=95% Below Target: 92-94% Penalty: <=91%

Quality Concern Response Time

Date and Time Vendor submits Full Resolution - Date and Time concern is sent to Vendor. Measured in Days.

Target: <=48 Hours Below Target: 49-55 Hours Penalty: >=56 Hours

Network facility connectivity / total seconds within a calendar month. Measures as a percentage.

Target: >99.9995% Below Target: 96.00-99.9994% Penalty: <95%

Customer Satisfaction Scores

Customer Call Rating at the end of each call. Measured on a five (5) point scale.

Target: >4.8/5 Below Target: 4.7/5 Penalty: <=4.6/5

DDD