Call Center Operations. 800 Numbers: Contractor shall make information available regarding the Exchange pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to enrollees of Contractor both inside and outside the Exchange. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth at Section 3.6.1 to provide support to Exchange Enrollees and in a manner designed to assure compliance with these Performance Standards.
Call Center Operations. (WBS 5.1 SOW)
Call Center Operations. (a) Baseline Period: During the six (6) month period from October 1, 2013 through March 31, 2014 (“Baseline Period”), the parties will collaborate to evaluate and refine Performance Measurement Standards based upon the call volumes and arrival patterns established during the Baseline Period. Contractor shall take reasonable efforts to staff sufficiently during the Baseline Period to meet or exceed the Performance Measurement Standards listed below.
Call Center Operations. 1. Contractor must provide call center services, including call center staffing and call center workforce management. Contractor must determine the level of staffing needed based on the expected call volumes. In addition, the Contractor must ensure that sufficient staff are operating to meet the call standards outlined in Section D, Reporting Requirements.
2. Contractor must provide all human resources required to run a call center, including call center agents, administrative, and managerial staff. All workforce must be US based.
3. Contractor must maintain staff to handle calls with a goal of an average handle time of 4-5 minutes per call and 80% of the calls being answered within 2 minutes.
4. Contractor will run the call center in a virtual capacity. Call center agents will be 100% dedicated to the call center in a remote work environment.
5. Contractor will provide all equipment needed (PCs/laptops, headsets, etc.) The Contractor must ensure that said equipment is able to support job functionality in terms of application usage, security measures, and general call center operations.
6. Contractor must train their staff to provide general information and instructions related to requesting vital records, including requirements, processing times, and application status updates.
7. Contractor must maintain call center operations utilizing HHSC systems, software, and platforms listed below, and will comply with all operational, security, and privacy regulations set forth by HHSC. To do so includes, but is not limited to, the following requirements:
a. The Contractor will maintain compliance with all established HHS, DSHS, and VSS policies and procedures.
b. HHSC Enterprise Telecommunication Program will provide the telephony/Call Center platform.
c. The Contractor will access the HHSC Texas Electronic Vital Events Registrar (TxEVER) system.
d. The TxEVER information system holds confidential and sensitive data. Contractor will provide services compliant with applicable information security and privacy laws, including managing personnel, data, equipment, and premises. Services shall include secure call center processes, standard operating procedures, training, incident response, and breach management.
e. All TxEVER users are required to complete the Acceptable Usage Agreement (AUA) form upon the creation of an account and prior to accessing confidential information.
f. The Contractor will comply with the following laws and standards if applicable to the type...
Call Center Operations. 16.1 What recommendations can be provided regarding handling a remote call center, especially as staff deal with the surge of incoming applicants through MIBridges and other referral partners.
Call Center Operations. DEC and PEC shall each provide quarterly reports to the Public Staff regarding measurements of call center performance, including answer times, and customer satisfaction with call center operations.
Call Center Operations. The Call Center will meet the following standards at least 99% of the time it is available to accept orders for Cards:
Call Center Operations. The Company may engage in the business of providing software and/or hardware products and/or services to the call center industry either directly or through one or more subsidiaries. The Company will not engage in the Call Center Business other than directly or through a subsidiary and the Company will not cause Xxxxxxx Call Center LLC to operate other than as a subsidiary of the Company.
Call Center Operations a) Contractor shall establish and operate a call center for the purposes of providing information to disaster survivors enrolled in the Program. The call center shall make phone calls to survivors based on phone numbers listed in the Right of Entry Permits provided by the User Agency prior to the commencement of structural debris removal, hazard tree removal, any other operational action as specified by the User Agency. The contractor shall maintain detailed records of each phone call, advise the User Agency of any property owner it is not able to contact, and record any special requests or instructions provided by the property owner, which shall be transmitted to field operations personnel. If directed by the User Agency, contractor shall use alternate communication methods to reach survivors, including but not limited to email, and postage.
b) The call center shall also receive incoming calls from survivors or other interested parties, and shall provide information on parcel status, the debris removal program, and other subjects as identified by the User Agency. The contractor shall provide all necessary office space and equipment for the call center, unless otherwise directed by the User Agency. To the extent practicable, the contractor shall utilize a local area code for call center operations. The Contractor shall utilize the Office Accounting and Administrative Staff classification for call center staff and the Deputy Planning Section Chief classification for the call center supervisor, if the User Agency determines a call center supervisor is needed.
c) Contractor shall be prepared to provide effective call center service to all survivors, including those with access and functional needs. The contractor must be equipped to provide services in the below languages, and any other language identified by the User Agency:
I. English
II. Spanish
III. Chinese (simplified and traditional)
1. Mandarin
2. Cantonese
IV. Vietnamese
V. Korean VI. Russian VII. Arabic
Call Center Operations
