Call Center Requirements Clause Samples
The Call Center Requirements clause sets out the standards and obligations for operating or maintaining a call center as part of a contractual agreement. It typically details expectations such as hours of operation, staffing levels, response times, and quality assurance measures that must be met by the service provider. By clearly defining these operational benchmarks, the clause ensures consistent service quality and accountability, helping to prevent misunderstandings and service lapses.
Call Center Requirements. To the extent that Contractor employs personnel (or contracts with an Approved Subcontractor) to provide call center services with respect to DIRECTV customer contact for the Services hereunder, the following metrics must be met, as measured on a monthly basis:
(i) ASA (Average Speed of Answer) of sixty seconds or less, 85% of the time. Such call center connectivity shall allow for authorized DIRECTV-employee real-time, remote monitoring. **** Certain confidential information contained in this document has been omitted and filed separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities Exchange Act of 1934, as amended. Omissions are designated as [****].
Call Center Requirements. To the extent that Contractor employs personnel (or contracts with an Approved Subcontractor) to provide call center services with respect to DIRECTV customer contact for the Services hereunder, the following metric must be met, as measured on a monthly basis:
(i) ASA (Average Speed of Answer) of ***** seconds or less, *****% of the time. THE COMPANY HAS REQUESTED AN ORDER FROM THE SECURITIES AND EXCHANGE COMMISSION (THE “COMMISSION”) PURSUANT TO RULE 24b-2 UNDER THE SECURITIES EXCHANGE ACT OF 1934, AS AMENDED, GRANTING CONFIDENTIAL TREATMENT TO SELECTED PORTIONS. ACCORDINGLY, THE CONFIDENTIAL PORTIONS HAVE BEEN OMITTED FROM THIS EXHIBIT, AND HAVE BEEN FILED SEPARATELY WITH THE COMMISSION. OMITTED PORTIONS ARE INDICATED IN THIS EXHIBIT WITH “*****”.
Call Center Requirements. To the extent that Contractor employs personnel (or contracts with an Approved Subcontractor) to provide call center services with respect to DIRECTV customer contact for the Services hereunder, the following metrics must be met, as measured on a monthly basis: (i) ASA (Average Speed of Answer) of sixty seconds or less, 85% of the time. Such call center connectivity shall allow for authorized DIRECTV-employee real-time, remote monitoring. **** Certain confidential information contained in this document has been omitted and filed separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities Exchange Act of 1934, as amended. Omissions are designated as [****]. EXHIBIT 3.d. DROP MATERIALS; TOOLS REQUIRED MATERIALS TO PERFORM EACH WORK ORDER (subject to change from time to time) See the Service Provider Installation Guide, (“SPIG”) MINIMUM TOOLS REQUIRED TO PERFORM EACH WORK ORDER DIRECTV® installer only Inclinometer wlCompass Digital Volt 1 ohm Meter Satellite Signal Strength Meter ADDITIONAL TOOLS RECOMMENDED TO PERFORM EACH WORK ORDER Adjustable Wrench 10” Cable Caddy Side Cutters Drill 1/2” electric
Call Center Requirements. A) The Contractor will maintain a Call Center, which meets the standards established in this SOW (Attachment 2) and meets the Performance Guarantees contained herein (hereinafter “Call Center”). Participants will have immediate access to the Contractor’s EAP MHPs whose credentials are, at a minimum, Master’s degree level counselors. The toll-free number for EAP Services will be available twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year. The MHPs must have a HIPAA- compliant, secured system available that is capable of, and will perform, the following minimum Call Center functions:
1 Access Participant demographic information;
2 Complete telephonic Participant intake and triage to appropriate, timely, and useful resources; 3 Notate Participant referrals, individual counselor, or Call Center representative information for follow-up actions; 4 Document and store Participant services activities and follow-up requirements;