Specifications include, but are not limited to: 2.2 Minimum Service Standards a. Sunday through Saturday, 7:00 am to 7:00pm (Central Standard Time) coverage required. No services are required on Thanksgiving Day, Christmas Day, and New Year’s Eve Day and Spring Break. Reduced hours for the day before and/or after Thanksgiving, Christmas Eve, and New Year’s Eve Day will be considered on a per year basis; b. Customer satisfaction will be consistently in top quartile; c. Abandonment rate will not exceed 10%, i.e., 85% of all incoming calls answered d. Response time for phone/chat to be less than 3 minutes peak and 1 minute non-peak; e. Response time for email during peak hours should not exceed 48 hours and non-peak hours 24 hours; and f. Ninety-five percent (95%) resolution rate for first point of contact. Transferring a call to a higher tier at the College, or transferring a call to a higher tier internally, will not be considered a resolution.
