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URAC COMPLIANCE REPORTING
FOR SPECIALTY PHARMACIES
In order to receive URAC Certification and prove compliance there are three telecom metrics that must be met. Comm One Call Accounting Software has the ability to generate reports to meet those requirements assuming that your telephone system is capable of providing us with the call information to generate those reports.
CSCD 8 - TELEPHONE PERFORMANCE MONITORING
This Standard requires that you have call tracking processes in place to provide a report showing compliance in the following 3 areas:
AVERAGE ABANDONMENT RATE: The percentage of calls offered into a communications network or telephone system that are terminated by the persons originating the call before answer by a staff person.
AVERAGE BLOCKAGE RATE: The percentage of incoming calls blocked or not completed because the switching or transmission capacity is not available as compared to the total number of calls encountered. This is also known as an all-trunks-busy situation.
AVERAGE SPEED OF ANSWER BY A LIVE PERSON: The average delay in seconds that inbound telephone calls encounter waiting in the telephone queue of a call center before answer by a staff person.
Comm One Call Accounting 2019 is able to generate reports to meet these requirements assuming that your telephone system is configured to provide us with the call data to compile these statistics.
These reports are generated automatically and emailed on a scheduled basis.