Customer Service Operations. Contractor shall annually prepare and submit, to 3559 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3560 minimum, the following sections:
Customer Service Operations. The customer service operation shall include, at a minimum, the following:
Customer Service Operations. (a) Pegasus shall use commercially reasonable efforts to obtain such consents as necessary to allow DIRECTV immediate access, after the date hereof for planning purposes, to (i) the ADS-owned customer service facility in Dallas, Texas (the "ADS Facility"), and (ii) documentation and information related thereto as requested by DIRECTV and available to Pegasus (including a copy of the ADS Facility contract, policies and procedures in place at the ADS Facility, performance statistics, training processes and materials and IT tools in place at the ADS Facility). Subject to (i) DIRECTV's determination to the contrary following its review and assessment of such information and (ii) the assumption by the Sellers in the Chapter 11 Case and assignment of the ADS Facility contract to DIRECTV as of the Closing, the ADS Facility will remain operating through the current contract period (expiring in December, 2004) to assist in facilitation of the Customer Transfer and subsequent transition activities. Within ten (10) days after the date hereof, DIRECTV shall advise Pegasus of its determination to assume or not assume the ADS Facility contract.
Customer Service Operations. Creating shift scheduling Monitoring shift adherence Updated reference tools Creating call summaries Processing Assistant Rules-based, high-volume activity: Forms processing, including data entry Data corrections File verifications and balancing Benefits Analyst Discovery and analytical type work, and process management: Issue resolution Requirements documentation Manual processing Process management Acceptance testing Claims, form and document processing Systems Configuration Analyst System configuration Test management and delivery Developer Configuration and programming Testing Roles Test management and delivery Systems Analyst System analysis Specification development Project management Operations and Technical Leadership Manage team resources, goals and performance Provide guidance and assist with complex deliverables Proposed Implementation Plan/Project Schedule Orange County Health & Welfare Outsourcing High Level Implementation Schedule ID Task Name Duration Start Finish Owner 1 Orange County Implementation Schedule 262 days Mon 7/1/19 Wed 7/8/20 2 Common 262 days Mon 7/1/19 Wed 7/8/20 3 Project Management 262 days Mon 7/1/19 Wed 7/8/20 4 Project Initiation 261 days Mon 7/1/19 Tue 7/7/20 5 Project Start Milestone 0 days Mon 7/1/19 Mon 7/1/19 Alight 6 Orange County provides Alight with HW plan and administration background documentation 1 day Mon 7/1/19 Mon 7/1/19 Orange County 7 Alight finalize project leadership team 2 days Mon 7/1/19 Tue 7/2/19 Alight 8 Alight Internal Project Planning Kickoff Meeting 2 days Tue 7/2/19 Wed 7/3/19 Alight 9 Alight update project management plan 4 days Fri 7/5/19 Wed 7/10/19 Alight 10 Conduct project kickoff meeting with Orange County (week of) 2 days Wed 7/10/19 Thu 7/11/19 Orange County/Alight 11 Project Planning 30 days Fri 7/12/19 Thu 8/22/19 12 Alight finalizes HW Work Breakdown Structure (WBS) 5 days Fri 7/12/19 Thu 7/18/19 Alight 13 Alight completes HW scope management document 5 days Fri 7/19/19 Thu 7/25/19 Alight 14 Alight prepare HW bottom up estimates by Control Account 10 days Fri 7/26/19 Thu 8/8/19 Alight 15 Alight prepare detailed HW integrated project schedule and identify critical path 10 days Fri 7/19/19 Thu 8/1/19 Alight 16 Alight review HW implementation Plan with Orange County 4 days Mon 8/5/19 Thu 8/8/19 Orange County/Alight 17 Baseline HW project schedule finalized 3 days Tue 8/20/19 Thu 8/22/19 Alight 18 Monitor & Control 225 days Fri 7/12/19 Thu 5/2...
Customer Service Operations. 7 2.4 Customer Billing and Collection Activities....................8 2.5 Sales and Distribution Activities; Retention and Upgrade; Residence Servicing Activities................................8 2.6
Customer Service Operations. Daily management of common customer service matters. IV
Customer Service Operations. Business office: CONTRACTOR will maintain a business office within Santa Xxxxx County. It is the Company’s intention to locate the business office at the operations base. As per the Agreement, the office will be open during normal business hours, defined as 8:00am to 6:00 pm on all work days—which will be Monday through Friday except on Thanksgiving Day, Christmas Day, and New Year’s Day. Telephone: The Company will equip itself with an excellent telephone system that will handle at least 15 incoming phone lines at one time. As per the Agreement, phone calls will be answered within five rings. CSRs will be equipped with high quality headsets. An answering device or service will be utilized to record telephone messages when the office is closed. The telephone procedure documented in the Agreement will be followed in utilizing the voicemail system. The Customer Service Manager will accomplish this by developing a system to ensure calls are retrieved and responded to regularly and promptly. Furthermore, the company will contract with a multilingual/TDD service in order to respond to calls in the languages specified in the Agreement should that language not be spoken by any CSR. Service Complaints: Service complaints, such as those relating to missed collections, will be handled thoroughly, promptly, and in accordance with CONTRACTOR’ Customer Service Philosophy stated at the beginning of this section, and in strict compliance with the Agreement. CONTRACTOR will make certain that CSRs know and understand the seriousness of proper handling of service complaints. Again, it is one of CONTRACTOR’ goals to provide quality performance in all areas of operations in San Xxxx, and realizes excellent customer service is paramount in achieving that goal. Respect, tolerance, and good will toward customers must be demonstrated by every company employee—not just CSRs—at all times.
Customer Service Operations. Contractor shall annually prepare and submit, to 3496 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3497 minimum, the following sections: 3498 1. Customer Service Call Center Franchise Agreement for Collection Services with Recology San Mateo County Page 84 of 120 Model Agreement for Adaptation by Member Agencies
Customer Service Operations. The Contractor shall be responsible for:
Customer Service Operations. Contractor shall maintain a Customer Service Unit, to perform all aspects of customer service to assist Participants, prospective Participants, providers, etc., regarding all aspects of the Plan. Calls to this unit shall be accepted and answered promptly by a live customer service representative or Interactive Voice Response Unit (IVRU) during the hours of 8:00 A.M. to 5:00 P.M. EST, Monday through Friday, excluding State holidays set forth in section 110.117, F.S., and in accordance with the PG-7 and PG-8 of Attachment 3: Performance Guarantees set forth in the Contract. The call center must have the capability of handling calls from the hearing impaired and languages other than English. Participant Complaint Call Resolution
