Quality procedures Flashcards
FSV Customer Performance Standards and Internal benchmarks.
1
Q
Answer emergency call
A
< = 5 seconds
2
Q
Answer non-emergency call
A
< = 30 seconds
3
Q
Process CFA urban priority 1 exchange call
A
< = 120 seconds
4
Q
Process CFA rural priority 1 exchange call
A
< = 190 seconds
5
Q
Process CFA urban priority 3 exchange call
A
< = 160 seconds
6
Q
Process CFA rural priority 3 exchange call
A
< = 230 seconds
7
Q
Internal benchmark for time to first accept
A
90 seconds
8
Q
Answer operational call
(Dispatch turnout queue)
A
< = 20 seconds
