Call Quality. The Call Quality SLA metric uses an assessment model that is based on jitter, latency and packet loss, or the severely concealed seconds ratio, depending on the device type. Upon Customer’s request, Verizon will provide a call quality report at the end of a month.
Call Quality. Customer may only request one score credit per month. Customer must make a request in writing (e-mail or fax) to the Verizon Account Team for a credit within 15 days of the end of the month for which an SLA credit is due with the Call Quality reports.
Call Quality. Customer may only request one MOS score credit per month. Customer must make a request in writing (e-mail or fax) to the Verizon Account Team for a credit within 15 days of the end of the month for which an SLA credit is due with the MOS Call Quality reports. MOS reports are available at the end of a month via the Verizon Enterprise Center (“VEC”) customer portal.
Call Quality. Vodafone cannot guarantee specific levels of performance and the call quality will depend on the number of other devices connected to the wireless internet connection. Customer acknowledges that calls made over Wi-Fi will be disconnected if the Wi-Fi signal is no longer available and the User will have to redial to continue with the call through Vodafone’s mobile network (this includes calls made to emergency services).
Call Quality. According to the results from the call quality observation process, as described below, with a minimum score of [**].
14.3.1. For the purposes of ensuring Call Quality, StarTek and T-Mobile shall measure the agents' call quality using the following types of observations:
14.3.1.1. T-Mobile observation
14.3.1.2. StarTek operations observation (4 per agent/month);
14.3.1.3. StarTek quality observation (4 per agent/month)
14.3.2. KPI performance is based upon T-Mobile scores only, whereas the function of the StarTek operations and quality observations is to provide immediate and monthly feedback to agents and StarTek management.
14.3.3. For the purposes of billing, the scores for all of these observations will be [**] The StarTek operations and StarTek quality observations must each be [**] If either the StarTek operations or the StarTek quality observation is not [**] T-Mobile may provide written approval of exception to this section 14.3.3 given the number of outsourced issue tickets on T-Mobile observations.
14.3.4. Calibration. StarTek operations managers shall attend the monthly T-Mobile calibration sessions for the line of business.
14.3.5. The call quality observation form to be used in this process shall be provided by T-Mobile. Results shall be used to provide both immediate and monthly feedback to agents and StarTek management. StarTek will make best effort to provide each agent with feedback/coaching within 24 hours of being monitored by T-Mobile, StarTek quality team or StarTek operations. StarTek shall keep written documentation of each agent session, signed by the agent, and available for review by T-Mobile upon request. The call quality scoring criteria used by StarTek will match that used by T-Mobile. StarTek must achieve a minimum voice quality score of 3.0. Call monitoring feedback sessions will be held between the agent and the agent's direct supervisor. Any monitored calls using profanity or customer abuse as determined by T-Mobile will result in immediate, unchallenged agent termination from the T-Mobile program.
Call Quality. Call Quality (“Quality”) will be measured as set forth in this Section 14.4.
14.4.1. For the purposes of ensuring Call quality, Provider and T-Mobile shall measure Agents’ Quality for all Agents handling calls, regardless of tenure or other factors, using the following types of observations:
14.4.1.1. T-Mobile observation;
14.4.1.2. Provider operations observation (minimum [*] per Agent/month);
14.4.1.3. Provider quality observation (minimum [*] per Agent/month)
14.4.2. The Quality KPI will be calculated based solely upon T-Mobile call quality scores. Provider operations and quality observations, while required, are collected for the purpose of providing immediate and monthly feedback to Agents and Provider management.
14.4.3. For the purposes of billing, the scores for all of these observations will be amalgamated and a weighted average monthly score will be calculated. The Parties shall calibrate the assessments of Service Partner operations and Service Partner quality observations to within [*] of the T-Mobile weighted Quality score per Month. If either the Service Partner operations or the Service Partner quality observation is not calibrated as set forth above, the non-calibrated by-group will not be included in the billable quality score for the month.
14.4.4. Provider shall cause all of its management, from Coach up to Site Director, including, but not limited to, training leadership, Quality Managers, and QA Specialists to attend at least [*] National Calibrations for their respective LOBs per month. T-Mobile shall notify and keep Provider informed as to the number of calibration sessions required for each LOB, such number not to exceed [*] per LOB per week.
14.4.5. Provider shall use the Quality observation form(s) provided by T-Mobile, as T-Mobile may update the same from time to time. Provider shall use the data it obtains under this Section 14.4 to provide both immediate and monthly feedback to Agents, Managers, Supervisors and Provider management. Provider shall use its best efforts to provide each Agent with feedback and coaching within [*] hours of being monitored by T-Mobile, the Provider quality team or Provider operations. Provider shall keep written documentation of each feedback and coaching session. Provider shall ensure that such documentation is signed by the Agent and shall make all such documentation available to T-Mobile for review upon request. The Quality scoring criteria used by Provider shall match that used by T-Mobile. Call ...
Call Quality. Customer must make a request in writing (e-mail or fax) to the Verizon Account Team for a credit within [**] of the end of the month for which an SLA credit is due with the following information: • MOS Call Quality reports are available at the end of a month via a web portal provided by Verizon. • MOS reports are available by codec level. • Customer may only request one MOS score credit for per month per Site.
Call Quality. The UCCaaS Call Quality SLA metric uses a Mean Opinion Score (“MOS”) speech assessment model that is based on Jitter, Latency and Packet Loss. Upon Customer’s request, Verizon will provide a Call Quality report at the end of a month.
Call Quality. 2.3.1 SBC Telco will monitor its service representatives' handling of inquiry calls for SBCLD according to existing SBC Telco quality guidelines.
2.3.2 SBCLD will not monitor SBC Telco service representatives providing SBCLD billing Inquiry Service. This includes, but is not limited to, onsite visits. SBCLD does have a need to evaluate how well SBC Telco service representatives interface with TLD systems. SBC Telco concerns will be addressed via the normal communication process.
2.3.3 SBC Telco will provide the same quality of service to SBCLD billing inquiry customers as SBC Telco provides other Billing and Collection Customers.
Call Quality. According to the results from the call quality calibration and observation process, as described below, * or higher.
