Response Time Measurement (RTM): Digital Response
In this example a call is placed to an equipment sales company. The person who answers the phone at the conclusion of the call chain will enter response code 2345 or 6234. The call will be recorded and available for playback by logging on and going to the PNM Reports web page. The total allotted time for the call to take place is 125 seconds. If the response code is not received by PNM within the 125 seconds the call will be terminated. The RTM chain parallels the progress of the call as follows:
| Call | RTM Chain |
|---|---|
| 1) Call answered; greeting played. Choose between Sales 1, Customer Support 2, or Shipping 3 | 25 second delay is allowed for the greeting to finish Customer Send Digits #1 is used to select Sales |
| 2) Announcement requests: New Equipment 1, Used Equipment 2 | 11 second delay is allowed for the announcement to finish Send Digits #2 is used to select Used Equipment Sales |
| 3) Brief announcement | 8 second delay is allowed for the announcement to finish |
| 4) Phone rings for sales agent | Standard File 3. ‘This is the PNM system calling, please enter your 4-digit response code, followed by # sign’ is played continuously with a brief 3 second pause in between. |
| 5) Sales agent answers call and enters four digit response code | Call is terminated and the call time recorded |
Actual PNM User Web Page
