Service Recipient Calls. 26 During normal business hours, CONTRACTOR shall maintain a telephone 27 answering system capable of accepting at least fifteen (15) incoming calls at one time. 28 CITY will direct service inquiries and complaints to CONTRACTOR through the Customer 29 Information System. CONTRACTOR shall record all calls including any inquiries, service 30 requests and complaints into the Customer Information System. Any such call received via 31 CONTRACTOR’s answering service shall be recorded in the Customer Information 32 System no later than 12:00 noon on the following Work Day. 33 CONTRACTOR shall answer all incoming calls within five (5) rings. Any caller “on- 34 hold” in excess of one and one-half (1.5) minutes shall have the option to remain “on-hold” 35 or to be switched to a message center where the caller can leave a message. For all 36 messages left before 3:00 p.m., CONTRACTOR shall attempt all “call backs” at least one 37 time prior to 6:00 p.m. on the day of the call. For messages left after 3:00 p.m., 1 CONTRACTOR shall attempt all “call backs” at least one time prior to noon the next Work 2 Day. CONTRACTOR shall make a minimum of three (3) attempts within twenty-four (24) 3 hours of the receipt of the call. If CONTRACTOR is unable to reach the Service Recipient 4 on the next Work Day, CONTRACTOR shall send a postcard to the Service Recipient on 5 the second Work Day after the call was received, indicating that CONTRACTOR has 6 attempted to return the call. All attempts to contact the caller shall be recorded and 7 provided to the CITY in an electronic format.
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Sources: Service Agreement
Service Recipient Calls. 26 During normal business hours, CONTRACTOR shall maintain a telephone 27 answering system capable of accepting at least fifteen (15) incoming calls at one time. 28 CITY will direct service inquiries and complaints to CONTRACTOR through the Customer 29 Information Service System. CONTRACTOR shall record all calls including any inquiries, service 30 requests and complaints into the Customer Information Service System. Any such call received via 31 CONTRACTOR’s answering service shall be recorded in the Customer Information 32 Service System no later than 12:00 noon on the following Work Day. 33 CONTRACTOR shall answer all incoming calls within five (5) rings. Any caller “on- 34 on-hold” in excess of one and one-half (1.5) minutes shall have the option to remain “on-hold” 35 or to be switched to a message center where the caller can leave a message. CONTRACTOR’s customer service representatives shall return Service Recipient calls as provided in this Section. For all 36 messages left before 3:00 p.m., CONTRACTOR shall attempt all “call backs” at least one 37 time prior to 6:00 p.m. on the day of the call. For messages left after 3:00 p.m., 1 CONTRACTOR shall attempt all “call backs” at least one time prior to noon the next Work 2 Day. CONTRACTOR shall make a minimum of three (3) attempts within twenty-four (24) 3 hours of the receipt of the call. If CONTRACTOR is unable to reach the Service Recipient 4 on the next Work Day, CONTRACTOR shall send a postcard to the Service Recipient on 5 the second Work Day after the call was received, indicating that CONTRACTOR has 6 attempted to return the call. All attempts to contact the caller shall be recorded and 7 provided to in the CITY in an electronic formatCustomer Service System.
Appears in 1 contract