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Prepared for Springfield R-XII School District
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The benefits of SSL include:
Privacy - Web data is encrypted to and from clients to ensure privacy during
transactions.
Message validation - Encoded messages include data that can be used to detect any
message "tampering" while the message is in transit between the client and the server.
Server authentication - The server's digital signature accompanies messages to assure
the client that the server's identity is authentic.
SSL uses a public/private key technology that requires the server to hold a unique pair of
mathematically related keys, a private key and a public key, to initiate SSL-encrypted
transactions.
e. What are the hours that CSRs are available (specify time zone)?
7:00 a.m. to 8:00 p.m. Central Time, Monday through Friday
f. Describe your customer service call center standards. Please provide the following
performance data for each of the last 12 months (or last four calendar quarters):
i. Number of calls.
Standard
1st QTR 2016 2nd QTR 2016 3rd QTR 2016 4th QTR 2016
n/a
318,711
305,353
320,931
310,068
ii. Average length of calls.
Standard
1st QTR 2016 2nd QTR 2016 3rd QTR 2016 4th QTR 2016
5:67 minutes
7:29 minutes
7:14 minutes
7:31 minutes
7:26 minutes
iii. Average response time.
Standard
1st QTR 2016 2nd QTR 2016 3rd QTR 2016 4th QTR 2016
35 seconds
19 seconds
9 seconds
22 seconds
36 seconds
iv. Percentage of calls requiring follow-up.
Standard
1st QTR 2016 2nd QTR 2016 3rd QTR 2016 4th QTR 2016
2.5%
13%*
8.6%*
6.7%*
59%*
*These are percentages of calls where participants called in with issue requiring back office review.
v. Call abort rate.
Standard
1st QTR 2016 2nd QTR 2016 3rd QTR 2016 4th QTR 2016
3.50%
1.4%
0.5%
1.9%
1.9%