CTS SERVICE LEVELS

• Abandoned Call Rates—We guarantee the abandoned rate will be fewer than 2% for all calls. The most recent 12 months average abandoned rate was 1.16%.
• Average Answer Times across all Call Centers—We guarantee that 85% or greater of all calls will be answered in 6 seconds or less. The most recent 12 months average answer time percent was 89.27% of all calls were answered in 6 seconds or less.
• Average Length of Call—The most recent 12 months average call length was 29.07 seconds.
• Average Successful Find Rates—We guarantee an overall inquiry fulfillment rate of 93% or better. The most recent 12 months successful find rate was 95.76%.
• Database Accuracy—We guarantee an accuracy of 97% or better. The most recent 12 months database accuracy percentage was 98.67%. Our database is updated daily with over 2 million updates per day to provide the best quality data possible.
• Agent Quality—The operators receive quality training and education about their position and strive to help as many callers as possible. The most recent 12 months percentage of agent quality was 98.35%.
• Customer Complaints—We guarantee that less than .1% of calls will result in a complaint. This is 1 in 1,000 calls. In addition, if a customer is not 100% satisfied with the outcome of the call, they can request a credit for the call by simply calling back to Directory Assistance and asking the operator to escalate their call to a supervisor. Once this happenes, the supervisor would assist the caller and ensure that a complaint was noted and a call credit was received for the incorrect listing(s).