Text relay quality

Text relay works to the following monthly measures:

MeasureTarget
Standard relay calls answered within 15 seconds90% on average
85% per 15 minute interval
Emergency relay calls answered within 5 seconds95% on average
Customers surveyed expressing dissatisfaction with the relay service<5% customers dissatisfied
Standard relay calls abandoned<3% standard calls abandoned
Emergency calls abandoned. This is in line with the standard voice service measure<2% emergency calls abandoned
Relay assistants to be monitored at least quarterly for speed of transcription, accuracy and process conformance94% of calls handled correctly
In conversation voice to text transcription speed for standard/emergency relay calls, per call >40 words per minute(wpm) (when the user is able to receive 40wpm or faster)
In conversation voice to text transcription speed for standard/emergency relay callsaverage of at least 60 wpm averaged across calls
Average voice to text transcription accuracy> 98%
Complaints relating to the relay service < 1 complaint per 1000 calls
Total calls to be subject to a relay assistant handoverNo more than 2% of total calls
Updated: 16 September 2016