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2021_05-25_PWETCpacket
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2021_05-25_PWETCpacket
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5/28/2021 10:05:15 AM
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Public Works Commission
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Agenda/Packet
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5/25/2021
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3.7 Contractor's Customer Service Call Center Staff <br />The Contractor shall have on duty Monday through Friday from ) a.m. to 5:00 p.m. customer <br />service representatives to receive customer calls. In addition, the Contractor shall have an <br />answering machine or voice mail system activated to receive phone calls after hours 24 hours per <br />day, 7 days per week, 365 days per year. <br />The Contractor's customer service call center staff shall provide accurate and clear answers to <br />Roseville resident's questions customized to the details of the City's Contract. If calls come in <br />from non -English-speaking residents that require a translator, the Contractor's call center staff <br />must at least provide a referral or alternative means of securing translation services. <br />The Contractor shall keep a log of all calls, including the subject matter, the date and time <br />received, the Contractor's response, and the date and time of response. This information shall be <br />provided to the City in the annual report in summary form. The City may request, and the <br />Contractor shall provide, detailed information by incident as needed. <br />3.8 Accuracy of Call Center Responses <br />The City will produce a fact sheet containing frequently asked questions ("FAQs") that are <br />commonly received from residents about the Roseville program. The FAQs fact sheet will also <br />contain the recommended standard responses to be given by the City and Contractor customer <br />service call center staff. Before the FAQs fact sheet is finalized, the City will solicit input and <br />comments from the Contractor, but responsibility for the final document will rest with the City. <br />The City may from time -to -time update the FAQs fact sheet as needed and will notify the <br />Contractor and solicit input on the changes. <br />The Contractor's call center staff serving the City shall be trained on the use and compliance <br />requirements for following the FAQs fact sheet when answering questions from City residents. <br />The FAQs may be used a guide for the intended content of responses and does not require the <br />Contractor to use the FAQs as a strict script. <br />The City will notify the Contractor immediately if the City receives any legitimate complaints <br />about the accuracy of answers given by the Contractor's call center staff. The Contractor shall <br />take corrective action to cure the mistake and notify the City of the actions taken and means to <br />prevent recurrence. <br />The City may make anonymous phone calls to the Contractor acting as if the call is from the <br />general public to ask selected questions. These anonymous calls may also be made by non- <br />English -speaking persons. If such calls are made, an email report summarizing the accuracy of <br />the customer service representatives' responses will be provided back to the Contractor. <br />3.9 Annual Work Plan <br />The City and the Contractor shall develop an Annual Work Plan. The Annual Work Plan shall <br />include initiatives the City and the Contractor will undertake to improve the City's recycling <br />RFP for City of Roseville Recycling services . A-18 <br />
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