| |
SLA |
Actual Performance |
| Off-line speed to answer customer call |
80% of calls answered within 20'' |
> 90% |
| Off-line speed to resolve queries |
48 hours |
48 hours |
| On-line response time to e-mail |
24 hours |
24 hours |
| On-line response time to resolve query |
48 hours |
48 hours |
| Call Abandon rate |
3% |
0.4% |