INFORMATION CALLS Sample Clauses
INFORMATION CALLS. Cross Country shall respond to all AGI Member inquiries regarding emergency road services, or if unable to respond, refer to Affinity Group for appropriate response. The Program does not offer reimbursement for the cost of parts, fuel or labor for repairs or installations, unless authorized by Affinity Group. EXHIBIT B OPERATING PARAMETERS AGI Member calls are to be answered as follows:
1. All calls are to be answered by a live operator or electronic message not to exceed three rings plus the length of the electronic message.
2. A minimum of 80% of all calls must be answered by a live operator within 30 seconds of caller having heard the initial announcement.
3. The average waiting time for calls placed in queue shall be 40 seconds or less.
4. 80% of estimated time of arrivals are to average 35 minutes and are not to exceed 60 minutes from the time of the dispatch unless due to circumstances beyond the control of Cross Country.
5. A combination of process will be used to assure that dispatches are properly handled and closed within the guidelines specified in item 4 above. These will include, but are not limited to, the following (which may be modified from time to time upon the mutual agreement of the parties):
a) An "open dispatch" exception report will be run daily and reviewed by appropriate supervisory personnel.
b) Routine selective silent monitoring will be performed with each call center representative assigned to the emergency road service program.
c) Routine selective outbound "QC" calls will be made to vendors and AGI Members.
d) Vendors will be instructed to contact Cross County in the event an AGI Member's vehicle is not found at the location designated by the AGI Member, or if the vendor is unable to perform the agreed upon road service.
6. An average overall monthly score of at least 95% excellent/good rating on quality assurance survey items directly relating to the performance of Cross Country and the tow operators used for dispatch must be maintained. Cross County will be responsible for the preparation, dissemination and collection of all surveys, at its sole expense. Affinity Group shall have approval rights with respect to the content and style of each survey questionnaire. The survey score shall be computed each month by adding the scores of questionnaire items 4, 8 and 9 for such month, dividing the total by three and rounding the results to the nearest rating.
INFORMATION CALLS. In addition, Cross Country shall respond to all AGI Member inquiries regarding non-dispatch related information of whatever nature, e.g., membership inquiries.
INFORMATION CALLS. Cross Country shall respond to all AGI Member inquiries regarding emergency road services, or if unable to respond, refer to Affinity Group for appropriate response. The Program does not offer reimbursement for the cost of parts, fuel or labor for repairs or installations, unless authorized by Affinity Group. AGI Member calls are to be answered as follows:
1. All calls are to be answered by a live operator or electronic message not to exceed three rings plus the length of the electronic message.
2. A minimum of 80% of all calls must be answered by a live operator within 30 seconds of caller having heard the initial announcement.
3. The average waiting time for calls placed in queue shall be 40 seconds or less.
4. 80% of estimated time of arrivals are to average 35 minutes and are not to exceed 60 minutes from the time of the dispatch unless due to circumstances beyond the control of Cross Country.
INFORMATION CALLS. Buyer shall have been afforded access to the Company's and the Subsidiary's principal Suppliers, Franchisees and landlords and permitted to inquire of them as to the nature of the business relationship between the Company or the Subsidiary and such Suppliers, Franchisees and landlords.