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3239 <br />12. Volume of Used Motor Oil and number of Used Motor Oil Filters Collected by <br />3240 <br />Contractor reported separately for each facility where materials were delivered. <br />3241 <br />C. Other Programs Records <br />3242 <br />Records for other programs shall be tailored to specific needs. In general, <br />3243 <br />Contractor shall maintain and retain the following records: <br />3244 <br />1. Plans, tasks, and milestones; and, <br />3245 <br />2. Accomplishments including activities conducted, dates, quantities of products <br />3246 <br />used, produced or distributed, and numbers of participants and responses. <br />3247 <br />D. Customer Service Records. Daily logs of all Complaints and Inquiries shall be <br />3248 <br />retained for a minimum of thirty-six (36) months. Contractor shall maintain and <br />3249 <br />retain customer service center records which include, but are not limited to, the <br />3250 <br />following statistics: <br />3251 <br />1. Number of calls received on a daily and monthly basis; <br />3252 <br />2. Number of calls answered on a daily and monthly basis; <br />3253 <br />3. Number of abandoned (dropped) calls on a daily and monthly basis; <br />3254 <br />4. Average abandoned time (i.e., Hold Time before abandoning call); <br />3255 <br />5. Number of delayed calls (i.e., calls where caller is placed on hold before <br />3256 <br />speaking with a customer service agent) on a daily and monthly basis; <br />3257 <br />6. Average Hold Time for incoming calls on a daily and monthly basis; <br />3258 <br />7. Percentage of calls answered by a Person within thirty (30) seconds on a daily <br />3259 <br />and monthly basis; <br />3260 <br />8. Percentage of calls answered within three (3) minutes on a daily and monthly <br />3261 <br />basis; <br />3262 <br />9. Number of e-mail responses sent from the customer service department to <br />3263 <br />Customers on a monthly basis; <br />3264 <br />10. Number and percentage of Complaint and Inquiry e-mails or submissions <br />3265 <br />through Contractor website that received responses before close of business <br />3266 <br />on the Day received on a monthly basis; <br />3267 11. Number and percentage of Complaint and Inquiry e-mails that received <br />3268 responses by the close of business on the Day following the receipt of the <br />3269 Complaint or Inquiry; <br />3270 12. Number of Complaints and Inquiries received through Contractor's website on <br />3271 a daily and monthly basis; <br />3272 13. Names of all Customer service representatives employed; and, <br />3273 14. Minimum, average, and maximum number of customer service representatives <br />3274 employed during each month. <br />3275 E. CERCLA Defense Records. Agency views the ability to defend against CERCLA <br />3276 and related litigation as a matter of great importance. For this reason, the Agency <br />3277 regards the ability to prove where Solid Waste Collected in the Agency area was <br />3278 taken for transfer or Disposal, to be matters of concern. Contractor shall maintain <br />REV: 03-16-18 MI <br />Page 79 of 126 <br />ATTY/AGR.2018.054/Recology of San Mateo <br />