Common use of Service Recipient Calls Clause in Contracts

Service Recipient Calls. During office hours, Contractor must maintain a telephone 1542 answering system capable of accepting at least five (5) incoming calls at one time. Contractor must record 1543 all calls including any inquiries, service requests and complaints into a customer service log. All incoming 1544 calls will be answered at the local office or call center within 5 rings. Any call “on-hold” in excess of 1.5 1545 minutes must have the option to remain “on-hold” or request a “call-back” from a customer service 1546 representative. Contractor’s customer service representatives must return Service Recipient calls and 1547 emails. For all phone messages left before 3:00 p.m., all “call backs” must be attempted a minimum of one 1548 time prior to 3:00 p.m. on the day of the call. For messages left after 3:00 p.m., all “call backs” must be 1549 attempted a minimum of one time prior to noon the next Work Day. Contractor must make minimum of three 1550 (3) attempts within one (1) Work Day of the receipt of the call. If Contractor is unable to reach the Service 1551 Recipient on the next Work Day, Contractor must send a postcard or email to the Service Recipient on the 1552 second Work Day after the call was received, indicating that the Contractor has attempted to return the call. 1553 Email messages must be responded to within one (1) Work Day.