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• • <br /> 1458 an answering service, or voice -mail system available for calls received during non - <br /> 1459 business hours and Holidays. <br /> 1460 Contractor shall employ sufficient customer service staff and management practices <br /> 1461 to ensure that the Average Speed of Answer is equal to or less than thirty (30) <br /> 1462 seconds and the maximum Hold Time is ninety (90) seconds or less. <br /> 1463 Contractor will be required to track all informational requests so that appropriate <br /> 1464 public outreach materials can be designed to target commonly asked questions. <br /> 1465 Contractor shall be responsible for promoting use of the Contractor's website for <br /> 1466 scheduling of On -Call Collection Service events and obtaining answers related to <br /> 1467 common informational requests through: (i) public education and promotion <br /> 1468 materials; and (ii) a recorded message Customers will hear while on -hold with the <br /> 1469 customer service department. <br /> 1470 Contractor shall maintain and publicize an e-mail address whereby Customers can <br /> 1471 communicate with the Contractor's customer service staff. Contractor shall monitor <br /> 1472 the email at least once per Business Day, and ensure that a twenty -four (24) hour <br /> 1473 response time is maintained. <br /> 1474 B. Customer Service Call Center and Staffing <br /> 1475 Contractor is required to operate a Customer service call center that will serve as <br /> 1476 the primary telephone point of contact and information for all services. The <br /> 1477 Customer service call center hotline is required to be staffed live during regular <br /> 1478 business hours (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) <br /> 1479 customer service representatives (includes one (1) receptionist who performs <br /> 1480 customer service activities). In addition, the Customer service call center will offer <br /> 1481 multi - lingual Customer service by employing a minimum of two (2) bilingual <br /> 1482 customer service representatives with English and Spanish language capabilities, <br /> 1483 and contracting with a service to provide bilingual capacity for other languages <br /> 1484 including Cantonese, Mandarin, and Vietnamese. Contractor shall provide <br /> 1485 immediate access to interpreters for over one - hundred and seventy -five (175) <br /> 1486 languages through the use of Language Line service, or a similar service. <br /> 1487 C. Website <br /> 1488 Contractor shall maintain and publicize an up -to -date website whereby Customers <br /> 1489 can conduct business with Contractor in both English and Spanish. Contractor is <br /> 1490 required to update the Website monthly, and more frequently if necessary. At a <br /> 1491 minimum, the website shall: <br /> 1492 1. Allow Customers to view and pay Bills issued by Contractor, as required in <br /> 1493 Section 7.01; <br /> 1494 2. Allow Customers to schedule services including On -Call Collection service <br /> 1495 events, On -Call Bulky Item Collections, extra Collections, service changes, <br /> 1496 temporary Drop Box service, service terminations, and service stops;. <br /> 1497 <br /> 1498 3. Provide answers to frequently asked questions including: proper Container set - <br /> 1499 out instructions; list of acceptable Recyclable and Organic Materials; Collection <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 39 of 115 <br />