Internal Centers definition

Internal Centers means MCI’s own customer service and telemarketing call centers.
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Internal Centers means UPS's own customer service and telemarketing call centers. "LAN" shall mean local area network. "Parties" shall mean UPS, Inc. and RMH Teleservices, Inc. "Policies and Procedures" means the UPS Policies and Procedures for performing telemarketing and customer service. "Schedule Adherence" shall mean a comparison of actual CSRs versus planned CSRs at each 1/4-hour time period. "Seasonality" shall mean those periods where Services decrease due to the holiday season, resulting in a reduced number of working days during the holiday season months. "Segment" shall mean a specified type of Customer Service Call. "Supervisor" shall mean an employee or independent contractor of RMH who has responsibility for first line supervision of CSR's. "System Hour" shall mean hours for which CSRs logged into the UPS system or switch providing service to UPS or its customer or available to provide such services. "Talk Time" shall mean the time involved in handling a call, starting when a Call is seized by a CSR and ending when the Call is released by a CSR or is otherwise disconnected as measured by the ACD. "Training Hour" shall mean the time a CSR or is in UPS- specific training. The term "Training Hour" does not include time spent by a CSR in Initial Training, logged onto the system, scheduled breaks, means, on sick leave, disability leave, family leave, vacation, jury duty or military service. "Unavailable Time" shall mean the total time, in seconds, a CSR was logged in to the ACD but unavailable to take Calls. "Work Hour or System Hour" shall mean each hour that a CSR is logged onto the system making a Call or waiting to make a Call as measured by the ACD. The term "Work Hour" does not include time spent by a CSR in ongoing training, meetings, pre-shift meetings, scheduled breaks, unscheduled breaks, Unavailable Time, meals, on sick leave, disability leave, family leave, vacation, jury duty or military service. "Work Time" shall mean time spent by a CSR performing follow-up work on a Call (account notation, etc.), as measured by the ACD. During Work Time, a CSR is signed onto the ACD in the Work Time state and is not available to answer a Call. The average of Work Time per Call Handled shall be known as "Average Work Time" ("AWT') and shall be calculated by dividing total Work Time by total Calls Handled. SCHEDULE B Performance Standards --------------------- Domestic Quality Scorecard [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] Privileged and Confidential ...
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Examples of Internal Centers in a sentence

  • All modifications will be consistent with the Policies and Procedures and performance standards utilized by MCI for its Internal Centers.

  • All modifications will be consistent with those utilized by MCI for its Internal Centers.

  • All modifications will be consistent with the Policies and Procedures and performance standards utilized by UPS for its Internal Centers.

Related to Internal Centers

  • Internal control means the systems of control devised by management to ensure that the council’s objectives and management policies are achieved and adhered to in a manner that promotes the economy, efficiency and effectiveness on the use of resources, that financial and other records are reliable and complete and that the councils assets and interests are safeguarded;

  • external company means a foreign company that is carrying on business, or non-profit activities, as the case may be, within the Republic, subject to section 23(2);

  • Internal Controls has the meaning set forth in Section 4.07(d).

  • footpath means a road over which there is a public right of way for pedestrians only, not being a footway;

  • Internal Systems means the Software and documentation and the computer, communications and network systems (both desktop and enterprise-wide), servers, hardware, equipment, materials and apparatus used by the Company or any of its Subsidiaries in its business or operations or to develop, manufacture, fabricate, assemble, provide, distribute, support, maintain or test the products manufactured, distributed, licensed or sold by the Company or any of its Subsidiaries, whether located on the premises of the Company or any of its Subsidiaries or hosted at a third party site.