Customer Call Center. (i) Location: Recipient will submit any decisions on location of Customer Call Centers to AOL for consideration.
Customer Call Center. (i) Technology: Service Provider determines the technology to be used for the Customer Call Center.
Customer Call Center. (i) Location: Recipient will submit any decisions on location of Customer Call Centers to Service Provider for consideration.
Customer Call Center i. Receive calls from CCA Service customers referred to Calpine by PG&E and receive calls directly from CCA Service customers.
ii. Provide professional Interactive Voice Response (IVR) recordings for SJCE customer call center.
iii. Implement IVR self-service, according to parameters provided by SJCE, and track how many customers start and complete self- service options without live-agent assistance. Provide updates to the IVR process map and scripts each calendar year according to parameters provided by SJCE.
iv. Staff a call center during non-enrollment periods between the hours of 8:00 A.M. and 5:00 P.M. Pacific Prevailing Time Monday through Friday, excluding PG&E holidays. These hours may be adjusted as mutually agreed.
v. Provide one Calpine-employed call center representative between the hours of 8:00 A.M. and 5:00 P.M. Pacific Prevailing Time Monday through Friday, excluding Calpine holidays. SJCE shall have the right to request in writing one additional Calpine-employed call center representative in the event that call center performance does not meet SJCE’s needs. Calpine shall make commercially reasonable efforts to provide the additional Calpine-employed call center representative within 90 calendar days of receiving SJCE’s written request.
vi. Provide sufficient third party call center staffing to meet the requirements set forth herein, including designating SJCE specific agents to the extent needed to meet the performance standards in Section 3(e).
vii. Provide a sufficient number of Calpine Account Analysts to manage escalated calls during regular business hours between 8:00 A.M. and 5:00 P.M. Pacific Prevailing Time, Monday through Friday, excluding Calpine holidays.
viii. The call center will be staffed with personnel and locally situated. The call center location will be selected with SJCE’s input to align with its program and City development objectives.
ix. Provide callers with the estimated hold time, if they are placed on hold. Provide an automated ‘call back’ option for callers who will be put on hold for an estimated five minutes or longer.
x. Record all inbound calls and make recordings available to SJCE staff upon request. Maintain an archive of such recorded calls for a minimum period of 24 months.
xi. Track call center contact quality with criteria, including:
i. Use of appropriate greetings and other call center scripts;
ii. Courtesy and professionalism;
iii. Capturing key customer data;
iv. Providing customers with correct and ...
Customer Call Center. 1.3.1. SMUD will provide professional and dedicated staffing for a VCE customer call center, including the option for customers to access self-service through an interactive voice response system. The call center will provide services in both English and Spanish, and regular metrics will be provided to VCE in order to maintain and track h1gh levels of customer service.
1.3.2. Maintain a professional Interactive Voice Response (IVR) tool for the Program customer call center based on best practices from other CCE programs and from SMUD. The software solution and system integration services will be provided by subcontractors to this Agreement. Create and maintain professional IVR recordings (based on scripts received from VCE) for the Program customer call center; VCE may update recordings as business needs dictate. The IVR tool will include custom prompts and recordings to align with the VCE customer base and needs.
1.3.3. Track how many customers start and complete IVR self-service options without agent assistance and provide regular reports to show the success rate of completed transactions through the IVR platform, as well as other reports related to customer usage of the IVR platform.
1.3.4. Provide sufficient Customer Call Center staff during the Program Statutory Enrollment Period to process Program service enrollment and answer questions related to Program services, generation-related billing and other Program-related inquiries via phone or email.
1.3.5. Call Center staff will be available between the hours of 9:00AM to 5:00PM Pacific Standard Time, Monday through Friday, excluding VCE and PG&E holidays.
1.3.6. Provide sufficient Customer Call Center staff during enrollment and non-enrollment periods to process Program service enrollment and answer questions related to Program services, generation-related billing and other Program-related inquiries via phone or email. • Parties may mutually agree to modify call center staffing hours based on an assessment of hourly call volumes.
1.3.7. Provide 60 second average speed of answer with an abandon rate of 3%.
1.3.8. Make available data manager experts to manage escalated calls between the hours of 9:00AM to 5:00PM Pacific Standard Time, Monday through Friday, excluding VCE and PG&E holidays.
1.3.9. Make available bi-lingual staff to help Spanish-speaking customers. SMUD will provide staff, and a third-party contractor (a subcontractor to this Agreement), to support translation services on an as-needed basi...
Customer Call Center. (a) The Franchisee shall maintain and operate its customer service call center twenty-four (24) hours a day, seven (7) days a week, including holidays. The Franchisee reserves the right to modify its business operations with regard to such customer service call center. The Franchisee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call center.
(b) An office of the Franchisee must be open during Normal Business Hours, have a listed toll-free telephone and be capable of receiving complaints, requests for adjustments and service calls.
Customer Call Center. (a) The Licensee shall maintain and operate its customer call center twenty-four (24) hours a day, seven (7) days a week, including holidays. The Licensee reserves the right to modify its business operations with regard to such customer call center. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer call center.
(a) In the event that the Licensee does not operate its customer call center access lines twenty-four (24) hours a day, seven (7) days a week, the Licensee shall maintain a telephone answering service to handle Subscriber inquiries, Complaints and emergencies, and provide proper referral regarding billing and other subscriber information. All such after-hours calls shall be logged by the Licensee. Said answering service shall (i) forward all inquiries and/or Complaints to the Licensee the morning of the next business day and (ii) inform each Subscriber calling that his or her Complaint will be referred to the Licensee's Customer Service Department for response. If requested, or reasonably warranted by the reported nature of the Subscriber's problem or inquiry, the Licensee shall promptly contact each individual Subscriber to follow-up on their individual problem and/or inquiry.
Customer Call Center a. Provide professional Interactive Voice Response (IVR) recordings for CCA customer call center.
b. Provide option for IVR self-service and track how many customers start and complete self- service options without live-agent assistance.
c. Staff a call center, during any CCA Statutory Enrollment Period, 24 hours a day 7 days a week to process opt out requests.
d. Staff a call center during Non-Enrollment Period between the hours of 8 AM and 5 PM PST Monday through Friday, excluding PCEA and PG&E holidays.
e. Provide sufficient call center staffing to meet the requirements set forth herein, including designating PCEA specific agents to the extent needed to provide for full functionality and a customer call center supervisor that will serve as the main point of contact between PCEA and customer call center staff.
f. Provide sufficient number of Data Manager Experts available to manage escalated calls between the hours of 8 AM and 5 PM PST Monday through Friday, excluding PCEA and PG&E holidays (“Regular Business Hours”).
g. Contractor will adhere to the following performance standards during Non-Enrollment Periods:
i. A minimum of 8075% of all calls will be answered within 20 seconds.
ii. A minimum of 98% of calls will be answered within 3 minutes.
iii. 100% of voicemail messages answered within one (1) business day.
iv. 100% of emails receive an immediate automated acknowledgement.
v. 95% of emails receive a customized response within one (1) business day.
vi. 100% of emails receive a customized response within three (3) business days. vii. Achieve a no greater than 810% abandon rate for all calls.
h. Contractor will adhere to the following performance standards during Enrollment Periods: i. A minimum of 75% of all calls will be answered within 60 seconds.
