ABay definition
ABay means a type of training that is split between "classroom" work and time the CSR or TMR is plugged into the ACD making or handling calls.
ABay means a type of training that is split between "classroom" work and time the CSR or is plugged into the ACD making or handling calls. "ACD" shall mean automatic call distribution equipment. "Agreement" means this Agreement for provision of Call Center Services between United Parcel Service OASIS Supply Corporation and RMH Teleservices, Inc., including the principal agreement and all Schedules and Exhibits. "Attrition" shall mean the loss of CSRs that results from normal business events such as voluntary terminations, involuntary terminations, internal promotions, internal demotions and retirements. "Authorized Individuals" shall be those individuals identified in Schedule D "Center Management and Administrative Personnel" shall mean RMH personnel responsible for directing the activities of Centers. "Customer " or "UPS Customer" shall mean a current or potential customer of UPS. "Customer Service Representative" or "CSR" shall mean an employee, agent or independent contractor of RMH who has responsibility for providing Customer Services at the Centers in accordance with the terms of this Agreement. "HR Recruiter" shall mean an employee or independent contractor of RMH who has responsibility for the recruitment of employee's to fill open positions at the Center. "Internal Centers" shall mean 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 ...