Handling of Customer Calls Sample Clauses

Handling of Customer Calls. All incoming phone calls shall be answered promptly and courteously, with an average speed of answer of less than two (2) minutes, measured from the time the customer is placed in queue to speak with a Customer Service representative by the automated phone answering system. No phone calls shall be placed on hold for more than two (2) minutes per occurrence, and on a monthly basis, no more than ten percent (10%) of incoming phone calls shall be placed on hold for more than twenty (20) seconds. A Customer calling into the Customer Service phone lines and placed on hold shall hear messages that are applicable to services provided under this Contract and not misleading to Customers. A Customer shall be able to talk directly with a live Customer Service representative when calling the Contractor’s Customer Service phone number during Office Hours after an automated phone answering system guides Customers through available self-service options. If the self-service options do not resolve or address a Customer’s issue, the Customer will be transferred to a live Customer Service representative no later than two (2) minutes from the time the Customer is placed in queue to speak with a Customer Service representative. Self-service options shall be available to Customers 24/7 through an automated phone answering system and the Contractor’s website. Customer Service representatives shall provide accurate and applicable information, and shall not provide confusing, inaccurate, or misleading information.
Sample 1Sample 2
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Handling of Customer Calls. All incoming telephone calls shall be answered promptly and courteously, with an average speed of answer of less than thirty (30) seconds. No telephone calls shall be placed on hold for more than two (2) minutes per occurrence, and on a monthly basis, no more than 10% of incoming telephone calls shall be place on hold for more than twenty (20) seconds. A Customer shall be able to talk directly with a Customer service representative when calling the Contractor’s Customer service telephone number during office hours without navigating an automated phone answering system. An automated voice mail service or phone answering system may be used when the office is closed. A Customer calling into the Customer service phone lines and placed on hold shall hear either the City-specific messages or messages that are applicable and not misleading to Customers.
Sample 1
Handling of Customer Calls. All incoming telephone calls shall be answered promptly and courteously, with an average speed of answer of less than thirty (30) seconds. For all calls placed in the queue, no greater than five percent overall shall abandon on a monthly basis. A summary of these discrete performance measures will be provided as part of required monthly reporting. A Customer shall be able to talk with a customer service representative when calling the Contractor’s Customer service telephone number during office hours. An automated voice mail service or phone answering system may be used when the office is closed.
Sample 1

Related to Handling of Customer Calls

  • Processing of Customer Personal Data 3.1 UKG will: 3.1.1 comply with all applicable Data Protection Laws in the Processing of Customer Personal Data; and 3.1.2 not Process Customer Personal Data other than for the purpose, and in accordance with, the relevant Customer’s instructions as documented in the Agreement and this DPA, unless Processing is required by the Data Protection Laws to which the relevant UKG Processor is subject, in which case UKG to the extent permitted by the Data Protection Laws, will inform Customer of that legal requirement before the Processing of that Customer Personal Data. 3.2 Customer hereby: 3.2.1 instructs UKG (and authorizes UKG to instruct each Subprocessor) to: (a) Process Customer Personal Data; and (b) in particular, transfer Customer Personal Data to any country or territory subject to the provisions of this DPA, in each case as reasonably necessary for the provision of the Services and consistent with the Agreement. 3.2.2 warrants and represents that it is and will at all relevant times remain duly and effectively authorized to give the instructions set out in Section 3.2.1 on behalf of each relevant Customer Affiliate; and 3.2.3 warrants and represents that it has all necessary rights in relation to the Customer Personal Data and/or has collected all necessary consents from Data Subjects to Process Customer Personal Data to the extent required by Applicable Law. 3.3 Schedule 1 to this DPA sets out certain information regarding UKG’s Processing of Customer Personal Data as required by Article 28(3) of the GDPR (and equivalent requirements of other Data Protection Laws).

  • Transmission and Routing of Telephone Exchange Service Traffic 50.4.1 The Appendix Reciprocal Compensation, which is/are attached hereto and incorporated herein by reference, prescribe traffic routing parameters for Local Interconnection Trunk Group(s) the Parties shall establish over the Interconnections specified in the Appendix ITR, which is/are attached hereto and incorporated herein by reference.

  • Processing of a Grievance It is recognized and accepted by the Union and the Employer that the processing of grievances as hereinafter provided is limited by the job duties and responsibilities of the employees and shall therefore be accomplished during normal working hours only when consistent with such employee duties and responsibilities. The aggrieved employee and a Union representative shall be allowed a reasonable amount of time without loss of pay when a grievance is investigated and presented to the Employer during normal working hours provided that the employee and the Union representative have notified and received the approval of the designated supervisor who has determined that such absence is reasonable and would not be detrimental to the work programs of the Employer.

  • Voice Information Service Traffic 5.1 For purposes of this Section 5, (a) Voice Information Service means a service that provides [i] recorded voice announcement information or [ii] a vocal discussion program open to the public, and (b) Voice Information Service Traffic means intraLATA switched voice traffic, delivered to a Voice Information Service. Voice Information Service Traffic does not include any form of Internet Traffic. Voice Information Service Traffic also does not include 555 traffic or similar traffic with AIN service interfaces, which traffic shall be subject to separate arrangements between the Parties. Voice Information Service Traffic is not subject to Reciprocal Compensation charges under Section 7 of the Interconnection Attachment. 5.2 If a ECI Customer is served by resold Verizon dial tone line Telecommunications Service or a Verizon Local Switching UNE, to the extent reasonably feasible, Verizon will route Voice Information Service Traffic originating from such Service or UNE to the appropriate Voice Information Service connected to Verizon’s network unless a feature blocking such Voice Information Service Traffic has been installed. For such Voice Information Service Traffic, ECI shall pay to Verizon without discount any Voice Information Service provider charges billed by Verizon to ECI. ECI shall pay Verizon such charges in full regardless of whether or not ECI collects such charges from its Customer. 5.3 ECI shall have the option to route Voice Information Service Traffic that originates on its own network to the appropriate Voice Information Service connected to Verizon’s network. In the event ECI exercises such option, ECI will establish, at its own expense, a dedicated trunk group to the Verizon Voice Information Service serving switch. This trunk group will be utilized to allow ECI to route Voice Information Service Traffic originated on its network to Verizon. For such Voice Information Service Traffic, unless ECI has entered into a written agreement with Verizon under which ECI will collect from ECI’s Customer and remit to Verizon the Voice Information Service provider’s charges, ECI shall pay to Verizon without discount any Voice Information Service provider charges billed by Verizon to ECI. ECI shall pay Verizon such charges in full regardless of whether or not ECI collects such charges from its own Customer.

  • Transmission and Routing of Exchange Access Traffic PURSUANT TO 251(c)(2) 13 ARTICLE VI MEET-POINT BILLING ARRANGEMENTS 14 ARTICLE VII BLV/BLVI TRAFFIC 16 7.1 Busy Line Verification 16 7.2 Busy Line Verification Interrupt 16 7.3 BLV/BLVI Traffic 16 7.4 BLV/BLVI Compensation 16

  • The Web Services E-Verify Employer Agent agrees to, consistent with applicable laws, regulations, and policies, commit sufficient personnel and resources to meet the requirements of this MOU.

  • Customer Content As part of the Services provided under this Agreement, Customer Data will be stored and processed in the data center region specified in the applicable Ordering Document. Axway shall not access Customer Content except in response to support or technical issues where Customer provides Axway with prior Customer’s written authorization required to access such Customer Content. Axway is not responsible for unauthorized access, alteration, theft or destruction of Customer Content arising from Customer’s own or its authorized users’ actions or omissions in contravention of the Documentation. Customer’s ability to recover any lost data resulting from Axway’s misconduct is limited to restoration by Axway from the most recent back-up.

  • Customer Cooperation 3.2.1. Customer shall provide and make available all Customer personnel as may be further addressed in an applicable Order Form or that SAP reasonably requires in connection with performance of the Services. 3.2.2. Customer shall appoint a contact person with the authority to make decisions and to supply SAP with any necessary or relevant information expeditiously.

  • CUSTOMER SERVICE FUNCTIONS The Servicer shall handle all Customer inquiries and other Customer service matters according to the same procedures it uses to service Customers with respect to its own charges.

  • PRICING OF After Hours Coefficient What is your after hours coefficient for the RS Means Price Book for work performed after normal working hours?

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