Common use of Call Quality Clause in Contracts

Call Quality. Call Quality (“Quality”) will be measured as set forth in this Section 14.4 (Call Quality). 14.4.1. For the purposes of ensuring Call quality, Provider and T-Mobile shall measure Agents’ Quality for all Agents handling customer interactions (calls or chats), regardless of tenure or other factors, using the following types of observations: 14.4.1.1. T-Mobile observation; 14.4.1.2. Provider operations observation; and 14.4.1.3. Provider quality observation. Provider will provide a minimum of [*] ([*]) observations per Agent per month conducted by a combination of Provider operations and Provider QA Specialists. 14.4.2. The Quality KPI will be calculated based solely upon T-Mobile call quality scores, pursuant to methodologies provided by T-Mobile from time-to-time. Provider operations and quality observations, while required, are collected for the purpose of providing immediate and monthly feedback to Agents and Provider management. The parties agree to make reasonable efforts to provide daily scores for coaching and identifying gaps and trends for continuous improvement training. 14.4.3. Provider shall cause all of its management, from Coach up to Site Director, including, but not limited to, training leadership, “Quality Managers,” and “QA Specialists” to attend at least [*] T-Mobile led “Educational Session” for their respective LOBs per month. T-Mobile shall notify and keep Provider informed as to the number of calibration sessions required for each LOB, such number not to exceed [*] per LOB per week. 14.4.4. Provider shall use the Quality observation form(s) provided by T-Mobile, as T-Mobile may update the same from time to time. Provider shall use the data it obtains under this Section 14.4 (Call Quality) to provide both immediate and monthly feedback to Agents, Managers, Supervisors, Training team and Provider management. Provider shall use its best efforts to provide each Agent with feedback and coaching within [*] ([*]) hours of being monitored by T-Mobile, Provider quality team or Provider operations. Provider shall keep written or electronic documentation of each feedback and coaching session. Provider shall ensure that such documentation is signed by the Agent and shall make all such documentation available to T-Mobile for review upon request. Provider will ensure the observations are completed evenly throughout the month to ensure each agent is observed weekly. The Quality scoring criteria used by Provider shall match that used by T-Mobile. Call monitoring feedback sessions will be held between the Agent and the Agent’s direct supervisor and Provider’s Quality team. Any monitored Calls containing an Agent’s use of profanity or customer abuse (as determined by T-Mobile) will result in immediate and permanent removal of such Agent from all T-Mobile LOBs.

Call Quality. Call Quality (“Quality”) will be measured as set forth in this Section 14.4 (Call Quality)14.4. 14.4.1. For the purposes of ensuring Call quality, Provider and T-Mobile shall measure Agents’ Quality for all Agents handling customer interactions (calls or chats)calls, regardless of tenure or other factors, using the following types of observations: 14.4.1.1. T-Mobile observation; 14.4.1.2. Provider operations observation; andobservation (minimum [*] per Agent/month); 14.4.1.3. Provider quality observation. Provider will provide a observation (minimum of [*] ([*]) observations per Agent per month conducted by a combination of Provider operations and Provider QA Specialists.Agent/month) 14.4.2. The Quality KPI will be calculated based solely upon T-Mobile call quality scores, pursuant to methodologies provided by T-Mobile from time-to-time. Provider operations and quality observations, while required, are collected for the purpose of providing immediate and monthly feedback to Agents and Provider management. The parties agree to make reasonable efforts to provide daily scores for coaching and identifying gaps and trends for continuous improvement training. 14.4.3. For the purposes of billing, the scores for all of these observations will be amalgamated and a weighted average monthly score will be calculated. The Parties shall calibrate the assessments of Service Partner operations and Service Partner quality observations to within [*] of the T-Mobile weighted Quality score per Month. If either the Service Partner operations or the Service Partner quality observation is not calibrated as set forth above, the non-calibrated by-group will not be included in the billable quality score for the month. 14.4.4. Provider shall cause all of its management, from Coach up to Site Director, including, but not limited to, training leadership, “Quality Managers,” , and “QA Specialists” Specialists to attend at least [*] T-Mobile led “Educational Session” National Calibrations for their respective LOBs per month. T-Mobile shall notify and keep Provider informed as to the number of calibration sessions required for each LOB, such number not to exceed [*] per LOB per week. 14.4.414.4.5. Provider shall use the Quality observation form(s) provided by T-Mobile, as T-Mobile may update the same from time to time. Provider shall use the data it obtains under this Section 14.4 (Call Quality) to provide both immediate and monthly feedback to Agents, Managers, Supervisors, Training team Supervisors and Provider management. Provider shall use its best efforts to provide each Agent with feedback and coaching within [*] ([*]) hours of being monitored by T-Mobile, the Provider quality team or Provider operations. Provider shall keep written or electronic documentation of each feedback and coaching session. Provider shall ensure that such documentation is signed by the Agent and shall make all such documentation available to T-Mobile for review upon request. Provider will ensure the observations are completed evenly throughout the month to ensure each agent is observed weekly. The Quality scoring criteria used by Provider shall match that used by T-Mobile. Call monitoring feedback sessions will be held between the Agent and the Agent’s direct supervisor and Provider’s Quality teamTeam. Any monitored Calls containing an Agent’s use of profanity or customer abuse (as determined by T-Mobile) will result in immediate and permanent removal of such Agent from all T-Mobile LOBs.