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• • <br /> 2992 1. Plans, tasks, and milestones; and <br /> 2993 2. Accomplishments including activities conducted, dates, quantities of products <br /> 2994 used, produced or distributed, and numbers of participants and responses. <br /> 2995 D. Customer Service Records. Daily Togs of all Complaints and Inquiries shall be <br /> 2996 retained for a minimum of thirty -six (36) months. Contractor shall maintain and <br /> 2997 retain customer service center records which include, but are not limited to the <br /> 2998 following statistics: <br /> 2999 1. Number of calls received on a daily and monthly basis; <br /> 3000 2. Number of calls answered on a daily and monthly basis; <br /> 3001 3. Number of abandoned (dropped) calls on a daily and monthly basis; <br /> 3002 4. Average abandoned time (i.e., Hold Time before abandoning call); <br /> 3003 5. Number of delayed calls (i.e., calls where caller is placed on hold before <br /> 3004 speaking with a customer service agent) on a daily and monthly basis; <br /> 3005 6. Average Hold Time for incoming calls on a daily and monthly basis; <br /> 3006 7. Percentage of calls answered by a Person within thirty (30) seconds on a daily <br /> 3007 and monthly basis; <br /> 3008 8. Percentage of calls answered within three (3) minutes on a daily and monthly <br /> 3009 basis; <br /> 3010 9. Number of e-mail responses sent from the customer service department to <br /> 3011 Customers on a monthly basis; <br /> 3012 10. Number and percentage of Complaint and Inquiry e-mails or submissions <br /> 3013 through Contractor website that received responses before close of business <br /> 3014 on the Day received on a monthly basis; <br /> 3015 11. Number and percentage of Complaint and Inquiry e-mails that received <br /> 3016 responses by the close of business on the Day following the receipt of the <br /> 3017 Complaint or Inquiry; <br /> 3018 12. Number of Complaints and Inquiries received through Contractor's website on <br /> 3019 a daily and monthly basis; <br /> 3020 13. Names of all Customer service representatives employed; and, <br /> 3021 14. Minimum, average, and maximum number of customer service representatives <br /> 3022 employed during each month. <br /> 3023 E. CERCLA Defense Records. Agency views the ability to defend against CERCLA <br /> 3024 and related litigation as a matter of great importance. For this reason, the Agency <br /> 3025 regards the ability to prove where Solid Waste Collected in the Agency area was <br /> 3026 taken for transfer or Disposal, to be matters of concern. Contractor shall maintain <br /> 3027 data retention and preservation systems which can establish where Solid Waste <br /> 3028 Collected in the Service Area was delivered for transfer or Disposal. This provision <br /> 3029 shall survive the expiration of this Agreement. <br /> 3030 F. Compilation of Information for State Law Purposes. Contractor shall compile <br /> 3031 information on amounts of Solid Waste delivered to the Designated Transfer and <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AG R/2010.014 <br /> 040510 Page 75 of 115 <br />