INTERACTIONS

Both CG L and CG M

CG L

NOTE 1: >=95% Commitment Adherence Required for Platinum

NOTE 2: >=90% Commitment Adherence Required for Silver and Gold

NOTE 3: No rounding up for any categories.

*Bronze: Any attainment falling between Silver and Certification.

**Certification: Any call center company on a Certification SOW and not meeting a minimum of "Silver" or any call center company falling below any of the above thresholds will be placed in Certification Preselect Category.

CG M

NOTE 1: Negative Response Time Will Be Disqualified and Reduced to Bronze

NOTEE 2: >=95% Commitment Adherence Required for Platinum

NOTE 3: >=90% Commitment Adherence Required for Silver and Gold

NOTE 4: No rounding up for any categories.

*Bronze: Any attainment falling between Silver and Certification will be Bronze.

**Certification: Any call center company on a Certification SOW and not meeting a minimum of "Silver" or any call center company falling below any of the above thresholds will be placed in Certification Preselect Category.