Setup and operations Clause Samples

Setup and operations. The Call Centre shall continue utilising the current telephone number - . In this regard, the Operator shall make the appropriate arrangements with Telkom SA to arrange for the transfer of the aforesaid telephone number to its Call Centre and shall be liable for all charges/costs incurred in relation to such transfer. In addition to the aforegoing, the Operator must ensure that it maintains standard, fully functional telephone equipment in order to be contactable by the City at all times and pay for all charges associated with running the call centre i.e. telephone, ISP etc. The Operator must ensure that all calls can be answered in all three official languages of the City of Cape Town (Afrikaans, English and Xhosa); Call Centre operating hours shall be from 05h00 to 22h00, seven days a week. A pre-recorded voice answering service for after-hours operation must be provided (message taking is not required). The Operator must ensure that the Call Centre is secure and that it can accommodate the requisite staff and equipment; The Operator must ensure that the Call Centre is equipped with sufficient staff and adequate equipment in order to maintain a quality service. (In this regard, the Operator acknowledges that strict penalties will be imposed for calls, SMS’s and e-mail not answered timeously as contemplated in the Penalty Schedule); All Call Centre equipment and any cabling necessary for its operation, must be provided by the Operator e.g. telephones, computers, cabling and other general office equipment. Including the necessary equipment to ensure that all calls are recorded and stored. The Call Centre equipment must be capable of providing statistics such as, number of calls per month, average and individual call waiting time before being transferred to a Call Centre staff member, number of SMS’s and emails received and the average and individual response time. The Call Centre must be equipped with the necessary recording equipment to ensure that all calls may be recorded and stored. Call Centre data must be backed up daily and stored in an alternate location to the Call Centre. To promote equal opportunities and fair treatment for persons with disabilities as envisaged in terms of the Employment Equity Act 55 of 1998, the Operator undertakes to use its best endeavours to employ persons with disabilities when hiring Call Centre staff. The Operator shall furnish the City, immediately on request, with such information as the City may reasonably require to...