Customer Service Records Sample Clauses

Customer Service Records. Daily logs of all Complaints and Inquiries shall be retained for a minimum of thirty-six (36) months. Contractor shall maintain and retain Customer service center records which include, but are not limited to the following statistics: 1. Number of calls received on a quarterly basis; 2. Number of calls answered on a quarterly basis; 3. Names of all Customer service representatives employed.
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Customer Service Records. Seller shall use commercially reasonable efforts to compile and deliver to Buyer certain customer service records for all Subscribers and Shoppers in a form and media as mutually agreed to by the parties; provided, however, that the compilation and delivery of such records are technically feasible for both parties and will not require Seller to employ resources in addition to the resources currently allocated for the operation of its business. PORTIONS DENOTED WITH [***] HAVE BEEN OMITTED AND FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT.
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Customer Service Records. Collector shall maintain customer service records for the Town relating to: 1. Number of Calls; 2. Categories (e.g. missed pickups, damage, etc.) of calls; and 3. Individual call and resolution log (written record of all Customer complaints and the actions taken by Collector in response to these complaints).
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Customer Service Records. Daily logs of all Complaints and Inquiries shall be retained for a minimum of thirty-six (36) months. Contractor shall maintain and retain customer service center records which include, but are not limited to the following statistics: 1. Number of calls received on a daily and monthly basis; 2. Number of calls answered on a daily and monthly basis; 3. Number of abandoned (dropped) calls on a daily and monthly basis; 4. Average abandoned time (i.e., Hold Time before abandoning call); 5. Number of delayed calls (i.e., calls where caller is placed on hold before speaking with a customer service agent) on a daily and monthly basis; 6. Average Hold Time for incoming calls on a daily and monthly basis; 7. Percentage of calls answered by a Person within thirty (30) seconds on a daily and monthly basis; 8. Percentage of calls answered within three (3) minutes on a daily and monthly basis; 9. Number of e-mail responses sent from the customer service department to Customers on a monthly basis; 10. Number and percentage of Complaint and Inquiry e-mails or submissions through Contractor website that received responses before close of business on the Day received on a monthly basis; 11. Number and percentage of Complaint and Inquiry e-mails that received responses by the close of business on the Day following the receipt of the Complaint or Inquiry; 12. Number of Complaints and Inquiries received through Contractor’s website on a daily and monthly basis; 13. Names of all Customer service representatives employed; and, 14. Minimum, average, and maximum number of customer service representatives employed during each month.
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Customer Service Records. (CSR) 1.3.1 Each request to access retail Customer Proprietary Network Information (CPNI) and Customer Service Record (CSR) will include for each customer account per location: billing name, service address, billing address, billed service and feature subscription, directory listing information, long distance carrier identity, and PIC freeze indication. Parties agree that the Parties’ representatives will not access the information specified in this subsection without the End User Customer’s permission, and that the requesting party has verification from the customer via including Third Party Verification, a Letter of Authorization (LOA), (Authorization) etc. that the customer has agreed to the release of this information. The Parties will obtain access to End User Customer record information only in strict compliance with applicable laws, rules, or regulations of the state. 1.3.2 If there is a customer complaint or an unusual request for CSRs (i.e., all business customers or a large increase in volume), the Parties reserve the right to audit each other’s verification information on access to End User Customer record information. If the audit reveals that the End User Customer record information was obtained without the audited Party having obtained the proper legal permission (e.g., Third Party Verification or LOA), the auditing Party upon reasonable notice to the audited Party may take such corrective action as permitted by state law. All such information obtained through an audit shall be deemed Information covered by the Proprietary and Confidential Information section in the General Terms and Conditions of this Agreement. 1.3.3 The interval to complete a CSR is 3 business days for up to 12 CSR requests per day. The intervals for higher volumes of requests will be negotiated on a case by case basis. 1.3.4 The Party responding to a CSR request (the “Responding Party”) may charge a CSR charge in accordance with the applicable UBET Tariff that lists a specific charge applying to CSR requests. In the event that UBET proposes to change one of its Utah State Tariffs to implement a specific CSR charge, UBET shall provide Bresnan advanced notice of any such proposed Tariff change or such CSR charges shall not be charged to either party during the term of this Agreement.
Sample 1
Customer Service Records. Records shall be maintained by Contractor for City related to: A. Number of calls by Category (missed pickups, Container replacements required for those damaged, missing, or for any other reason). Contractor shall establish call categories for reporting purposes. Such categories must be approved by the Contract Administrator. B. Average on-hold wait time for calls; number and percent of all calls answered within three (3) minutes and greater than three (3) minutes; C. Training materials and records; D. Number of notices issued for non-compliant setouts by route and number of missed setouts by route for Residential Single Stream Recyclable Materials Collection to be provided by Subcontractor; E. Number of notices issued for non-compliant setouts by route and number of missed setouts by route for Residential Organics Collection; F. Number of notices issued for non-compliant setouts by route and number of missed setouts by route for Commercial Single Stream Recyclable Materials and Commercial Organics Collection;
Sample 1
Customer Service Records. The Operator will maintain a written or electronic record (“Customer Service Records”) of customer calls, and such Customer Service Records will at all times be sufficiently detailed to demonstrate the Operator’s compliance or non-compliance with each material Customer Service Level and Performance Standard included herein. Specifically, Operator’s Customer Service Records will at a minimum identify: (a) the date and time when any Trouble Report is received, (b) the nature of the complaint, (c) the action taken by the Operator in response to the call, (d) the results of the action taken, (e) a summary of Trouble Reports that were cured (and the time required for such cure) and that were not cured, and (f) the period of time during which any Service was unavailable due to a Force Majeure event. With respect to Service Orders, the Customer Service Records will identify: (g) the date and time when the Service Order is received, (h) the nature of the Service Order, (k) the time and date on which the Service install or change is completed. The Operator will make its standard summary versions of the Customer Service Records (among other things, this includes the remove of Resident names and addresses) available for inspection by the Association (or its representative) at any time during regular business hours upon request by the Association to schedule a mutually convenient date within five business days of the requested date, up to one time after the end of each quarter, unless otherwise mutually agreed. The Operator will make available to the Property on a quarterly and annual basis or upon request by the Property on a historical basis, network statistics with regard to the bandwidth being delivered to the Property, Major and Minor Service Problem reporting, Outage reporting, maintenance issues and Trouble Reports.
Sample 1
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Customer Service Records. (CSR) for Local Port Out: You are solely responsible for providing Your end-user subscribers with any relevant service records to use for Local Port OUT. Where supported by Voice Telco Services’ carriers, Voice Telco Services will submit Your own company name and address for newly provisioned numbers from inventory for the carrier’s records; this enables You to provide a standard CSR to Your end-users on eventual port out without consulting Intermedia. If additional information is necessary, You may request Voice Telco Services to provide information as is currently on file with Voice Telco Services’ carriers as an additional service; provided that a per TN CSR fee will apply per Exhibit B. In such instances, You will provide Your own CSR to Your end-user subscribers based on information that Voice Telco Services provides.
Sample 1
Customer Service Records. Company shall maintain records for County related to: a) Number of calls received. b) Length of time to answer and time on hold. c) Categories (missed pickups, extra pickups, complaints, damage, compliments, etc.) of calls. d) For any complaint, Company shall identify the individua l call and the resolution on a complaint log (including initial call date and resolution date) and shall include a description of the complaint and the resolution. For purposes of this Agreement, a “complaint” that needs to be described in the complaint log shall mean either: (a) the customer asks to speak to the customer service representative supervisor; or (b) the customer calls about the same issue on more than one occasion within a 90 day period. e) Training records. f) New Recycling account log and increased Recycling services.
Sample 1

Related to Customer Service Records

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • CONTRACTOR CUSTOMER SERVICE REPRESENTATIVE Contractor shall designate a customer service representative (and inform Enterprise Services of the same) who shall be responsible for addressing Purchaser issues pertaining to this Master Contract.

  • Client Records 25.2.1 CONTRACTOR shall prepare and maintain accurate and 26 complete records of clients served and dates and type of services provided 27 under the terms of this Agreement in a form acceptable to ADMINISTRATOR.

  • Personnel Records Section 1. Each Agency shall maintain one (1) official personnel file for each employee, located at the primary Human Resources office for the Agency. For purposes of this Article, “Agency” shall include health-related licensing boards and institutions that maintain the official personnel files for their employees. Where the personnel records are maintained on microfiche/microfilm, the personnel file will include both microfiche/microfilm and any material not yet copied. Upon reasonable notice, an employee may inspect the records, excluding any confidential reports from previous employers, in his/her official Agency personnel file or supervisory working file; provided that, if the official personnel file or supervisory working file is kept at a separate facility, the employee shall, at the Agency’s discretion, either be allowed to go where the file is kept or the file will be brought to the employee for review within five (5) days of his/her request. With the employee’s written authorization, his/her Union Xxxxxxx may inspect the employee’s official personnel file, and supervisory working file, consistent with the time requirements provided herein. If the supervisory working file cannot be made available due to the absence of a supervisor, extensions of up to ten (10) days will be granted. No grievance material shall be kept in an employee’s official personnel file. Section 2. No information reflecting critically upon an employee except notices of discharge shall be placed in the employee’s official personnel file that does not bear the signature of the employee. The employee shall be required to sign material to be placed in his/her official personnel file provided the following disclaimer is attached: “Employee’s signature confirms only that the supervisor has discussed and given a copy of the material to the employee. The employee’s signature does not indicate agreement or disagreement with the contents of this material.” If an employee is not available within five (5) working days or refuses to sign the material, the Agency may place the material in the file, provided a statement has been signed by two (2) management representatives and a copy of the document was mailed certified to the employee at his/her address of record or hand delivered to the employee. Section 3. Employees shall be entitled to prepare and provide copies of any written explanation(s) or opinion(s) regarding any critical material placed in his/her official personnel file or supervisory working file. The employee’s explanation or opinion shall be attached to the critical material and shall be included as part of the employee’s official personnel record or supervisory working file so long as the critical materials remain in the file. Where the personnel records are maintained on microfiche/microfilm, the explanation or opinion will be placed next to or in closest possible proximity to the critical material. Section 4. An employee may include in his/her official personnel file a reasonable amount of relevant material such as letters of commendation, licenses, certificates, college course credits, and other material which relates creditably on the employee. This material shall be retained for a minimum of three (3) years except that licenses, certificates, or college credit information may be retained so long as they remain valid and relevant to the employee’s work. Section 5. Material reflecting caution, consultation, warning, admonishment, and reprimand shall be retained for a maximum of three (3) years. Such material will, at the employee’s request, be removed after twenty-four (24) months, provided there has been no recurrence of the problem or a related problem in that time. Earlier removal will be permitted when requested by an employee and if approved by the Appointing Authority. Material relating to disciplinary action recommended, but not taken, or disciplinary action which has been overturned and ordered removed from the official personnel file(s) on final appeal, shall be removed. Incorrect material will be removed, upon request, from an employee’s personnel file. (See Article 85--Position Descriptions and Performance Evaluation.) Section 6. Upon written request by the employee, the Agency will make a good faith effort to return material removed from the official personnel file to the employee. A copy of the request will be maintained in the official personnel file.

  • Customer Care a) Contractor shall comply with the applicable requirements of the Americans with Disabilities Act and provide culturally competent customer service to all Covered California Enrollees in accordance with the applicable provisions of 45 C.F.R. § 155.205 and § 155.210, which refer to consumer assistance tools and the provision of culturally and linguistically appropriate information and related products. b) Contractor shall comply with HIPAA rules and other laws, rules and regulations respecting privacy and security.

  • Access to Personnel Records Upon written request to the Chief of Police, an employee shall have access to the employee's records during normal office hours of the records custodian. Such access to personnel records shall be within a reasonable time of said request. Such request shall not interfere with the employee's regularly scheduled working hours. Review of the records shall be made in the presence of the Chief or the Chief’s designated representative.

  • Personnel File An employee, or the President of the Union, or his/her designate, with the written authority of the employee, shall be entitled to review the employee's personnel file(s), both paper and, if applicable, electronic, in the office in which the file is normally kept, in order to facilitate the investigation of a grievance. The employee or the President, as the case may be, shall give the Employer adequate notice prior to having access to such file(s).

  • Contractor Records The Contractor shall make, keep, maintain, and, upon request, provide to the UCRC or its agents or designees a complete file of all materials or records required in Exhibit A, Verification Plan. This provision survives termination of this SCIA until completion of the Pilot Program.

  • Computer Records World Omni and the Depositor will cause their accounting and computer records to be marked to indicate the sale and assignment of the Receivables from World Omni to the Depositor and from the Depositor to the Trust.

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