Telephone Responsiveness. Service Description: ------------------- Telephone Responsiveness represents Telephone Authorization calls of the Transfer Agent's Automated Call Distribution System ("ACD") from investors in the Fund who are authorized to request certain transactions by telephone. These telephone authorization transactions include, without limitation, (1) exchanges, (2) redemptions and (3) TeleTransfer purchases. The percentage of calls completed to calls received for the month represents the Transfer Agent's service level. Transfer Agent's Objective: -------------------------- The Transfer Agent's Objective is to manage this service to a performance level of 98% calls completed to calls received, and for purposes of the calculation method below, shall omit any call terminated within 20 seconds.
Telephone Responsiveness. Staff at the Pound will be required to accept phone calls from the public. All telephone calls made to a telephone number made available to the public must be answered within 15 seconds (equivalent of 5 rings). This is the Council’s corporate standard and one that the Service Provider is expected to adhere to during Operational Hours to have met this KPI. The Council will be using electronic reports to analyse the Service Provider’s performance and carry out measurement for this KPI. Training Plan The Service Provider is required to submit a Training Plan each month. The Training Plan will show evidence of the Service Provider’s efforts to train and develop staff. All training delivered, e.g., successful completion of training courses, buddy training, one- to-one training with a Supervisor, etc, shall be included in the Training Plan. The Plan must have clear development targets built in for each individual. Upon the Service Provider or the Council identifying any training need, the need shall be recorded by the Service Provider and be dealt with to a timescale to be agreed with the aim of preventing any reoccurrence of conduct below the agreed standard. Training needs may be identified as a result of numerous circumstances, which may include, but not be limited to: ▪ routine recruitment ▪ the introduction of a new policy ▪ the identification of CEO errors ▪ an upheld poor customer service complaint ▪ succession planning ▪ compliance with health and safety legislation Council officers will check all details provided in the Training Plan and make a judgement as to whether the KPI has been met based on the level of satisfaction with the quality of training and the Training Plan as a training document in an overall sense. For example, Council officers will: ▪ Carry out checks to see if the Plan has entries relating to specific training needs raised by the Council. If specific concerns have been raised but there is no evidence of dealing with these concerns, then the Council will consider the indicator as not met. ▪ Monitor the training provided to verify its delivery, and to ensure it is being delivered to a reasonable standard in line with what has been agreed between the Council and Service Provider. If the Council can demonstrate that there are re-occurring concerns regarding the quality of training delivery and/or the accuracy of training records, the Council will consider the indicator as not having been met. ▪ Carry out checks to see if the same trainin...
Telephone Responsiveness. Service Description The Company will provide a 12-hour telephone answering service for shareholders' agents or brokers and possibly shareholders of the Investment Company. Telephone transactions may include, without limitation, exchanges and redemptions, purchases where authorized, balance inquiries, N.A.V. and yield quotations, and others. The percentage of calls answered by service representatives to calls directed to the services representatives for the month represents the Company's service level. Objective The Company's objective is to manage this service to a performance level of 98% calls answered to calls received, and for purposes of the calculation method below, shall omit any call terminated within 15 seconds.
Telephone Responsiveness. The Grantee shall maintain, on average as verifiable by statistical data, sufficient customer service staff and telephone line capacity to handle normal call volume with a minimum of delay to customers measured as follows:
Telephone Responsiveness
