The call wait length performance Service Level goal at Elevations Credit Union, a US financial products and services provider and winner of the 2014 Baldrige National Quality Award, was to answer 80% of calls within 30 seconds or less, a best in class benchmark based upon peer comparisons and industry best practices. In 2012, against the service level benchmark of 75%, Elevations achieved 87.5%. Against the 2013 benchmark of 78%, Elevations achieved 87.6%, and in 2014, against the service level ...
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