Customer Service Operations. Contractor shall annually prepare and submit, to 3469 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3470 minimum, the following sections:
3471 1. Customer Service Call Center
a. Provide the number CSR supervisory staff and describe their 3473 responsibilities.
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. 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. 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. 7 2.4 Customer Billing and Collection Activities.....................................
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 Contractor shall be responsible for:
a. Maintaining a customer service unit dedicated, but not necessarily exclusive, to performing all aspects of Participant-related customer service and must include a Service Center. Calls to this unit must be accepted and answered promptly during the hours of 8:00 a.m. to 8:00 p.m., ET, Monday through Friday, excluding State holidays set forth in section 110.117, Florida Statutes.
b. Maintaining a toll-free customer service number, which shall permit access anywhere in the United States.
c. Answering all inquiries (calls, emails) timely and accurately resolving all Participant inquiries regarding the HRA Plan in accordance with applicable Performance Metrics.
d. Providing assistance to Participants who contact Contractor’s Service Center with limiting identifying information.
e. Ensuring an appropriate level of Customer Service Representatives are available to answer calls received by Participants or the Department. This includes staffing sufficient personnel available to provide multi-lingual (Spanish, at a minimum) service and the ability to provide service to the hearing and vision impaired.
f. Providing call transfer capabilities to other toll-free numbers and a Warm Transfer of callers to the appropriate resource(s) at the Department and its vendors, as requested by the Department (e.g., People First Service Center).
g. Providing claims assistance (e.g., status, what the Participant may need to do).
h. Providing website and Interactive Voice Response (IVR) navigational assistance.
i. Processing enrollments into the HRA Program as requested by the Department.
j. Recording one hundred percent (100%) of all customer service calls. Audio copies of call recordings must be provided to the Department within three (3) Business Days upon request. Transcripts of call notes must be provided to the Department within two (2) Business Days upon request. Call recording and transcripts of call notes must be provided electronically.
k. Participating in monthly Call Calibration Session with Department personnel to monitor call quality.
l. Providing program-specific training and knowledge to assist Participants, prospective Participants, and Department personnel regarding the HRA and Shared Savings Programs.
m. Providing to the Department when requested all training materials used to train the Customer Service Representatives (and Subcontractor staff) who perform the Services under this Contract.
n. Developing and implementing pr...
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.
Customer Service Operations. Daily management of common customer service matters.
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
