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GPS » Topics » Corporate Support Help Desk Service Levels

This excerpt taken from the GPS 10-Q filed Jun 9, 2009.

Corporate Support Help Desk Service Levels

The Service Levels for Corporate Support Help Desk includes Corporate Employees, Distribution Centers, Workstation Support, Mail and Print, and are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default.

 

Service Levels

   

Definition

   

Floor

Service Level

   

Expected

Service Level

   

Window

   

Service Level

Type as of

Effective Date

First Call Resolution    The percentage of calls resolved (closed) while the customer is on the phone with a CSR on his/her first call.    *    *    Monthly    *
Abandon rate    “Abandoned Call” means when a caller who selects to talk to a Help Desk Agent drops off before talking with a Help Desk Agent.    *    *    Monthly    *
Speed to answer (in seconds)    The time elapsed between the point a caller selects to speak with an agent through an ACD and the point the call is picked up by a Help Desk Agent.    *    *    Monthly    *
Overall HDS Customer Satisfaction Rate    Average of the number of Satisfied Responses + number of Very Satisfied Responses) / Total Number of Survey Responses received Per Month. Responses in the top two categories are considered favorable.    *    *    Monthly    *

 

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1    Gap/IBM Confidential and Proprietary Information    B - 11

LOGO

 

This excerpt taken from the GPS 10-K filed Mar 28, 2006.

Corporate Support Help Desk Service Levels

The Service Levels for Corporate Support Help Desk includes Corporate Employees, Distribution Centers, Workstation Support, Mail and Print, and are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default.

 

Service Levels

   

Definition

   

Data Source

   

Floor

Service Level

   

Expected
Service Level

   

Window

   

Service Level

Type as of
Effective Date

First Call Resolution    The percentage of calls resolved (closed) while the customer is on the phone with a CSR on his/her first call.    Ticketing system    *    *    Monthly    *
Abandon rate    “Abandoned Call” means when a caller who selects to talk to a Help Desk Agent drops off before talking with a Help Desk Agent.    Call Center Management System (CCMS)    *    *    Monthly    *
Average speed of answer (in seconds)    The time elapsed between the point a caller selects to speak with an agent through an ACD and the point the call is picked up by a Help Desk Agent.    Call Center Management System (CCMS)    *    *    Monthly    *
Overall HDS Customer Satisfaction Rate    Average of the individual surveys’ average response of Surveys Received Per Month. Responses in the top three categories and non-returned responses are considered favorable.    Surveys    *    *    Monthly    *

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1

    Gap/IBM Confidential and Proprietary Information        B - 7

LOGO

 

EXCERPTS ON THIS PAGE:

10-Q
Jun 9, 2009
10-K
Mar 28, 2006

RELATED TOPICS for GPS:

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