Clarifications Regarding Customer Interactions Sample Clauses

Clarifications Regarding Customer Interactions. The SI acknowledges that: (i) each Customer Interaction is based on the specific issue raised by the applicable NFPS Agency customer and not on the number of SI representative interactions that are needed to resolve each issue; (ii) the duration of each Inbound and Outbound Call Interaction shall be measured based only on the time that an SI representative speaks to the customer and shall not include any time during which the customer is interacting with the IVR or placed on hold by the SI representative; (iii) Inbound and Outbound Call Interactions shall not include personal calls; and (iv) Email Interactions shall only include unique responses to specific NFPS Agency customer inquiries concerning the NFPS, and shall not include surveys, email subscriptions or notices sent to multiple email addresses. By way of clarifying example, if an SI representative fails to resolve a customer issue during an Inbound Call Interaction, has a subsequent Outbound Call Interaction with the same customer and resolves the issue with an Email Interaction, then the SI shall only be entitled to the Customer Interaction Fee for the Inbound Call Interaction, and the SI shall not be entitled to any fees for the subsequent Outbound Call Interaction or Email Interaction.
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