AgdaPkt 2018-03-26 Joint SA PFA - Laserfiche WebLink

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REV: 03-16-18 MI ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO Page 77 of 119 12. Volume of Used Motor Oil and number of Used Motor Oil Filters Collected by 3174 Contractor reported separately for each facility where materials were delivered. 3175 C. Other Programs Records 3176 Records for other programs shall be tailored to specific needs. In general, Contractor 3177 shall maintain and retain the following records: 3178 1. Plans, tasks, and milestones; and, 3179 2. Accomplishments including activities conducted, dates, quantities of products 3180 used, produced or distributed, and numbers of participants and responses. 3181 D. Customer Service Records. Daily logs of all Complaints and Inquiries shall be 3182 retained for a minimum of thirty-six (36) months. Contractor shall maintain and retain 3183 customer service center records which include, but are not limited to, the following 3184 statistics: 3185 1. Number of calls received on a daily and monthly basis; 3186 2. Number of calls answered on a daily and monthly basis; 3187 3. Number of abandoned (dropped) calls on a daily and monthly basis; 3188 4. Average abandoned time (i.e., Hold Time before abandoning call); 3189 5. Number of delayed calls (i.e., calls where caller is placed on hold before speaking 3190 with a customer service agent) on a daily and monthly basis; 3191 6. Average Hold Time for incoming calls on a daily and monthly basis; 3192 7. Percentage of calls answered by a Person within thirty (30) seconds on a daily 3193 and monthly basis; 3194 8. Percentage of calls answered within three (3) minutes on a daily and monthly 3195 basis; 3196 9. Number of e-mail responses sent from the customer service department to 3197 Customers on a monthly basis; 3198 10. Number and percentage of Complaint and Inquiry e-mails or submissions 3199 through Contractor website that received responses before close of business on 3200 the Day received on a monthly basis; 3201 11. Number and percentage of Complaint and Inquiry e-mails that received 3202 responses by the close of business on the Day following the receipt of the 3203 Complaint or Inquiry; 3204 12. Number of Complaints and Inquiries received through Contractor’s website on a 3205 daily and monthly basis; 3206 13. Names of all Customer service representatives employed; and, 3207 14. Minimum, average, and maximum number of customer service representatives 3208 employed during each month. 3209 E. CERCLA Defense Records. Agency views the ability to defend against CERCLA 3210 and related litigation as a matter of great importance. For this reason, the Agency 3211 regards the ability to prove where Solid W aste Collected in the Agency area was 3212 taken for transfer or Disposal, to be matters of concern. Contractor shall maintain 3213 6.2.B. - Page 90