Call Quality. According to the results from the call quality observation process, as described below, with a minimum score of [**]. 14.3.1. For the purposes of ensuring Call Quality, StarTek and T-Mobile shall measure the agents' call quality using the following types of observations: 14.3.1.1. T-Mobile observation 14.3.1.2. StarTek operations observation (4 per agent/month); 14.3.1.3. StarTek quality observation (4 per agent/month) 14.3.2. KPI performance is based upon T-Mobile scores only, whereas the function of the StarTek operations and quality observations is to provide immediate and monthly feedback to agents and StarTek management. 14.3.3. For the purposes of billing, the scores for all of these observations will be [**] The StarTek operations and StarTek quality observations must each be [**]. If either the StarTek operations or the StarTek quality observation is not [**] T-Mobile may provide written approval of exception to this section 14.3.3 given the number of outsourced issue tickets on T-Mobile observations. 14.3.4. Calibration. StarTek operations managers shall attend the monthly T-Mobile calibration sessions for the line of business. 14.3.5. The call quality observation form to be used in this process shall be provided by T-Mobile. Results shall be used to provide both immediate and monthly feedback to agents and StarTek management. StarTek will make best effort to provide each agent with feedback/coaching within 24 hours of being monitored by T-Mobile, StarTek quality team or StarTek operations. StarTek shall keep written documentation of each agent session, signed by the agent, and available for review by T-Mobile upon request. The call quality scoring criteria used by StarTek will match that used by T-Mobile. StarTek must achieve a minimum voice quality score [**] Call monitoring feedback sessions will be held between the agent and the agent's direct supervisor. Any monitored calls using profanity or customer abuse as determined by T-Mobile will result in immediate, unchallenged agent termination from the T-Mobile program.
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Call Quality. According to the results from the call quality observation process, as described below, with a minimum score of [**].
14.3.1. For the purposes of ensuring Call Quality, StarTek and T-Mobile shall measure the agents' call quality using the following types of observations:
14.3.1.1. T-Mobile observation
14.3.1.2. StarTek operations observation (4 per agent/month);
14.3.1.3. StarTek quality observation (4 per agent/month)
14.3.2. KPI performance is based upon T-Mobile scores only, whereas the function of the StarTek operations and quality observations is to provide immediate and monthly feedback to agents and StarTek management.
14.3.3. For the purposes of billing, the scores for all of these observations will be [**] The StarTek operations and StarTek quality observations must each be [**]. ] If either the StarTek operations or the StarTek quality observation is not [**] T-Mobile may provide written approval of exception to this section 14.3.3 given the number of outsourced issue tickets on T-Mobile observations.
14.3.4. Calibration. StarTek operations managers shall attend the monthly T-Mobile calibration sessions for the line of business.
14.3.5. The call quality observation form to be used in this process shall be provided by T-Mobile. Results shall be used to provide both immediate and monthly feedback to agents and StarTek management. StarTek will make best effort to provide each agent with feedback/coaching within 24 hours of being monitored by T-Mobile, StarTek quality team or StarTek operations. StarTek shall keep written documentation of each agent session, signed by the agent, and available for review by T-Mobile upon request. The call quality scoring criteria used by StarTek will match that used by T-Mobile. StarTek must achieve a minimum voice quality score [**] of 3.0. Call monitoring feedback sessions will be held between the agent and the agent's direct supervisor. Any monitored calls using profanity or customer abuse as determined by T-Mobile will result in immediate, unchallenged agent termination from the T-Mobile program.
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