Live Check (Verification calls made from the Mobile/Landline between…11:00….hrs to…14:00...hrs.

)
Sample of 50 calls per TSP/ LSA at different times

1. Time to connect to IVR i.e. wait time before the automatic answer machine (IVR) message
begins. Gap between the last digit of the number is dialed and IVR answers
2. Wait time before a Call Center agent responds to a test call shall also be noted.

CDR for the # of calls made to be taken from the Service Provider
Log of the call records to be maintained by agency with called and calling no. and time to call.

Call Wait time for Agent

Called Wait time for IVR
S. No. Calling No. Established to respond (Voice Observation
No. to Connect
(Yes/ No) (B) to Voice) (C)

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 Live Check (Verification calls made from the Mobile/Landline between…16:00….hrs to…19:00...hrs.)
Sample of 50 calls per TSP/ LSA at different times

Call Wait time for Agent

Called Wait time for IVR
S. No. Calling No. Established to respond (Voice to Observation
No. to Connect
(Yes/ No) (B) Voice) (C)
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Ease of Accessing the Operator (IVR menu and sub menu) within 90 sec - the time taken for connecting
to the operator shall be calculated from the time the customer has keyed the relevant number in the IVR
option menu, (if provided) for speaking to the customer care executive/operator. Further, the menu for
speaking to the customer care executive/operator shall be given preference in the menu options and this
menu shall not be below the first sub-menu at the third layer, the first layer being the choice of language
and the second layer the service menu.