The Basics

This standard sets forth performance requirements for the handling of in-bound calls:

• speed-of-answer averaging less than 30 seconds
• average abandonment rates being less than 5 percent.  

It is important at the outset to note that this standard will not apply to PBMs -- only those that are required by contract to provide call centers. 

Management Tips

Interestingly, there are some pretty specific "requirements" that are found only in the interpretive materials, not in the standard itself.  Make sure your P&P addresses all of them -- not just the contents of the standard.  For example,

• The average speed of answer is reported at least monthly and analyzed at least quarterly.
• Incoming call speed of answer and abandonment rate is measured post automated interactive voice response. For example, if there is a pre-recorded message or greeting for the caller, the 30-second measurement begins after the message/greeting has ended.  
• Call center operations should be measured quarterly.

URAC Accreditation Tips

Each of the two elements of this standard is weighted 4.

For the desktop review, submit the applicable P&Ps.

The onsite review will center on the interview of customer service management personnel and a review of recent performance reports.