Customer Service Operations. Contractor shall annually prepare and submit, to 3493 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3494 minimum, the following sections:
3495 1. Customer Service Call Center 3496 a. Provide the number CSR supervisory staff and describe their 3497 responsibilities.
Customer Service Operations. Contractor shall annually prepare and submit, to 3559 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3560 minimum, the following sections:
3561 1. Customer Service Call Center
a. Provide the number CSR supervisory staff and describe their 3563 responsibilities.
3564 b. Contractor must describe its training strategy for CSR and CSR 3565 supervisory staff.
3566 c. Contractor must describe its strategy and overall approach to attracting 3567 and retaining a high quality CSR staff. 3568 2. Website 3569 a. Number of on-line payments made 3570 b. Number of On-Call Collection Services scheduled 3571 c. Number of On-Call Bulky Goods Collections scheduled 3572 d. Number of extra Solid Waste pick-ups scheduled 3573 e. Number of service changes requested 3574 f. Number of Complaints documented and resolved
Customer Service Operations. Contractor shall annually prepare and submit, to Agency and SBWMA, a Customer Service Operations Plan that shall include, at a minimum, the following sections:
Customer Service Operations. (a) Pegasus shall use commercially reasonable efforts to obtain such consents as necessary to allow DIRECTV immediate access, after the date hereof for planning purposes, to (i) the ADS-owned customer service facility in Dallas, Texas (the "ADS Facility"), and (ii) documentation and information related thereto as requested by DIRECTV and available to Pegasus (including a copy of the ADS Facility contract, policies and procedures in place at the ADS Facility, performance statistics, training processes and materials and IT tools in place at the ADS Facility). Subject to (i) DIRECTV's determination to the contrary following its review and assessment of such information and (ii) the assumption by the Sellers in the Chapter 11 Case and assignment of the ADS Facility contract to DIRECTV as of the Closing, the ADS Facility will remain operating through the current contract period (expiring in December, 2004) to assist in facilitation of the Customer Transfer and subsequent transition activities. Within ten (10) days after the date hereof, DIRECTV shall advise Pegasus of its determination to assume or not assume the ADS Facility contract.
(b) The Working Teams shall develop a retention plan for call center employees, which will be funded by DIRECTV, in order to maintain commercially reasonable call center service levels as established by the Working Teams. If service levels prior to the Implementation Date fall below Pegasus' current service levels or if service levels after the Implementation Date fall below the service levels established by the Working Teams, Pegasus agrees to cause calls received at such call centers to be directed to the Convergys call center contracted by DIRECTV, where such calls will be handled for Pegasus' account prior to the Closing Date. The cost to utilize the excess capacity at the Convergys call center will be shared equally by Pegasus and DIRECTV. The parties shall have joint management oversight of the Convergys call center with respect to such calls, with scripts approved by Pegasus.
(c) Pegasus will not send out WARN Act notices to its call center employees until two (2) calendar days after the date hereof, in order to allow the Working Teams to establish information about the call center retention plans.
Customer Service Operations. 7 2.4 Customer Billing and Collection Activities.....................................
Customer Service Operations. Creating shift scheduling • Monitoring shift adherence • Updated reference tools • Creating call summaries Processing Assistant Rules-based, high-volume activity: • Forms processing, including data entry • Data corrections • File verifications and balancing Benefits Analyst Discovery and analytical type work, and process management: • Issue resolution • Requirements documentation • Manual processing • Process management • Acceptance testing • Claims, form and document processing Systems Configuration Analyst • System configuration • Test management and delivery Developer • Configuration and programming Testing Roles • Test management and delivery Systems Analyst • System analysis • Specification development • Project management Operations and Technical Leadership • Manage team resources, goals and performance • Provide guidance and assist with complex deliverables ID Task Name Duration Start Finish Owner 1 Orange County Implementation Schedule 262 days Mon 7/1/19 Wed 7/8/20 2 Common 262 days Mon 7/1/19 Wed 7/8/20 3 Project Management 262 days Mon 7/1/19 Wed 7/8/20 4 Project Initiation 261 days Mon 7/1/19 Tue 7/7/20 5 Project Start Milestone 0 days Mon 7/1/19 Mon 7/1/19 Alight 6 Orange County provides Alight with HW plan and administration background documentation 1 day Mon 7/1/19 Mon 7/1/19 Orange County 7 Alight finalize project leadership team 2 days Mon 7/1/19 Tue 7/2/19 Alight 8 Alight Internal Project Planning Kickoff Meeting 2 days Tue 7/2/19 Wed 7/3/19 Alight 9 Alight update project management plan 4 days Fri 7/5/19 Wed 7/10/19 Alight 10 Conduct project kickoff meeting with Orange County (week of) 2 days Wed 7/10/19 Thu 7/11/19 Orange County/Alight 11 Project Planning 30 days Fri 7/12/19 Thu 8/22/19 12 Alight finalizes HW Work Breakdown Structure (WBS) 5 days Fri 7/12/19 Thu 7/18/19 Alight 13 Alight completes HW scope management document 5 days Fri 7/19/19 Thu 7/25/19 Alight 14 Alight prepare HW bottom up estimates by Control Account 10 days Fri 7/26/19 Thu 8/8/19 Alight 15 Alight prepare detailed HW integrated project schedule and identify critical path 10 days Fri 7/19/19 Thu 8/1/19 Alight 16 Alight review HW implementation Plan with Orange County 4 days Mon 8/5/19 Thu 8/8/19 Orange County/Alight 17 Baseline HW project schedule finalized 3 days Tue 8/20/19 Thu 8/22/19 Alight 18 Monitor & Control 225 days Fri 7/12/19 Thu 5/28/20 19 Conduct Weekly Implementation Status meetings with Orange County 183 days Mon 7/15/19 Tue 3/31/20 Orange County/Alight...
Customer Service Operations. Contractor shall maintain a Customer Service Unit, to perform all aspects of customer service to assist Participants, prospective Participants, providers, etc., regarding all aspects of the Plan. Calls to this unit shall be accepted and answered promptly by a live customer service representative or Interactive Voice Response Unit (IVRU) during the hours of 8:00 A.M. to 5:00 P.M. EST, Monday through Friday, excluding State holidays set forth in section 110.117, F.S., and in accordance with the PG-7 and PG-8 of Attachment 3: Performance Guarantees set forth in the Contract. The call center must have the capability of handling calls from the hearing impaired and languages other than English.
Customer Service Operations. The customer service operation shall include, at a minimum, the following:
a. Assist Members who contact Contractor’s customer service unit with only their name and birthdate;
b. Maintain an enrollment file that identifies eligible Members and other pertinent information regarding Members;
Customer Service Operations. Business office: CONTRACTOR will maintain a business office within Santa Xxxxx County. It is the Company’s intention to locate the business office at the operations base. As per the Agreement, the office will be open during normal business hours, defined as 8:00am to 6:00 pm on all work days—which will be Monday through Friday except on Thanksgiving Day, Christmas Day, and New Year’s Day. Telephone: The Company will equip itself with an excellent telephone system that will handle at least 15 incoming phone lines at one time. As per the Agreement, phone calls will be answered within five rings. CSRs will be equipped with high quality headsets. An answering device or service will be utilized to record telephone messages when the
Customer Service Operations. Contractor shall annually prepare and submit, to County a Customer Service Operations Plan that shall include, at a minimum, the following sections: [If these are new or enhanced services, then the cost of providing them should be built into the initial rate base. Also, does the County have the resources to monitor all this information?]
1. Customer Service Call Center:
a. Provide the number of CSR supervisory staff and describe their responsibilities.
