Ga. Comp. R. & Regs. r. 515-7-8-.04 – Service Quality Measures (SQMs): Call Center Service Levels

Rule 515-7-8-.04. Service Quality Measures (SQMs): Call Center Service Levels

(1) The purpose of this SQM is to measure the percentage of calls answered within 180 seconds or less during a month to ensure a prompt response to a call. This SQM will be measured over one (1) calendar month.
(2) Marketers shall be responsible for answering at least 80% of calls within 180 seconds. If placed into an Interactive Voice Response (IVR), the 180 seconds start when the customer makes the selection to speak with an agent.
(3) The Marketer, at a minimum, shall meet the established SQM benchmark of 80% for Call Center Service Level. The formula for measuring this benchmark shall be as follows:
(Answered Calls/ Total Received Calls) *100
(4) For purposes of calculating the formula described above, the following terms shall have the following definitions:
1. (a) "Answered Call" means any call answered by a Marketer within 180 seconds and does not include any calls that meet the definition of a "Customer Terminated Call" that were terminated prior to 180 seconds.
2. (b) "Customer Terminated Call" means
  1. (A) any call terminated by the customer and
  2. (B) any call terminated by the customer where prior to speaking with agent, the customer had requested a call back. A "Customer Terminated Call" shall not be included in the numerator or denominator in the above-described formula if the call is terminated prior to 180 seconds. A "Customer Terminated Call" shall be included in the denominator but not the numerator in the above-described formula if the call is terminated after 180 seconds.
3. (c) "Total Received Calls" means all calls received by the Marketer within a recording period in which a customer makes the selection within the IVR to speak with an agent and only excludes those calls that meet the definition of a "Customer Terminated Call."

Authority: O.C.G.A. § 46-2-30.

History. Original Rule entitled "Service Quality Standards: Responsiveness to the Public Service Commission" adopted. F. Sept. 3, 2002; eff. Sept. 23, 2002.

Amended: F. Dec. 10, 2003; eff. Dec. 30, 2003.

Amended: New title, "Service Quality Measures (SQMs): Call Center Service Levels." F. Jan. 16, 2025; eff. Feb. 5, 2025.