Common use of Customer Service Call Center Clause in Contracts

Customer Service Call Center. (a) The Licensee shall maintain and operate its customer service 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 service call centers. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call centers. (b) The Licensee shall maintain sufficient customer service representative in its main customer service call centers in order to answer all Subscriber calls, in compliance with the FCC’s Customer Service Obligations at 47 C.F.R. §76.309, attached hereto as Exhibit 12.3, during Normal Business Hours, as defined therein. (c) In the event that the Licensee does not maintain and operate its customer service call centers 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. The Licensee shall log all such after- hours calls. 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. (d) The Licensee’s main customer service call center shall have a publicly listed local or toll-free telephone number for Xxxxxx subscribers, unless required otherwise to be a local telephone number by applicable law. (e) Pursuant to 47 C.F.R. §76.309(c)(1)(B), under normal operating conditions (as defined in §76.309(c)(4)(ii)) telephone answer time by a customer service representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. Said standard shall be met no less than ninety (90%) percent of the time under normal operating conditions, measured on a quarterly basis. (f) A Subscriber shall receive a busy signal less than three (3%) of the time, measured on a quarterly basis, under normal operation conditions.

Customer Service Call Center. (a) The Licensee shall maintain and operate its customer service 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 service call centers. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call centers. (b) The Licensee shall maintain sufficient customer service representative in its main customer service call centers in order to answer all Subscriber calls, in compliance with the FCC’s Customer Service Obligations at 47 C.F.R. §76.309, attached hereto as Exhibit 12.3, during Normal Business Hours, as defined therein. (c) In the event that the Licensee does not maintain and operate its customer service call centers 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. The Licensee shall log all such after- hours calls. 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. (d) The Licensee’s main customer service call center shall have a publicly listed local or toll-free telephone number for Xxxxxx Mattapoisett subscribers, unless required otherwise to be a local telephone number by applicable law. (e) Pursuant to 47 C.F.R. §76.309(c)(1)(B), under normal operating conditions (as defined in §76.309(c)(4)(ii)) telephone answer time by a customer service representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. Said standard shall be met no less than ninety (90%) percent of the time under normal operating conditions, measured on a quarterly basis. (f) A Subscriber shall receive a busy signal less than three (3%) of the time, measured on a quarterly basis, under normal operation conditions.

Customer Service Call Center. (a) The Licensee shall maintain and operate its customer service 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 service call centerscenter. The Licensee shall comply with all State and federal requirements pertaining to the hours of operation of such customer service call centerscenter. (b) The Licensee shall maintain sufficient customer service representative in its main customer service call centers in order to answer all Subscriber calls, in compliance with the FCC’s Customer Service Obligations at 47 C.F.R. §76.309, attached hereto as Exhibit 12.3, during Normal Business Hours, as defined therein. (c) In the event that the Licensee does not maintain and operate its customer service call centers center 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. The Licensee shall log all such after- hours calls. 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. (d) The Licensee’s main customer service call center shall have a publicly listed local or toll-free telephone number for Xxxxxx Wareham subscribers, unless required otherwise to be a local telephone number by applicable law. (e) Pursuant to 47 C.F.R. §76.309(c)(1)(B), under normal operating conditions (as defined in §76.309(c)(4)(ii)) telephone answer time by a customer service representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. Said standard shall be met no less than ninety (90%) percent of the time under normal operating conditions, measured on a quarterly basis. (f) A Subscriber shall receive a busy signal less than three percent (3%) of the time, measured on a quarterly basis, under normal operation conditions.