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3.7!Call Center Staff The Contractor shall have customer service representatives on duty Monday through Friday from 7:00 a.m. to 5:00 p.m. to receive customer calls. In addition, the Contractor shall have an answering machine or voice mail system activated to receive phone calls after hours 24 hours per day, 7 days per week, 365 days per year. call center staff shall provide accurate and clear answers to Roseville resident If calls come in from non-English- must at least provide a referral or alternative means of securing translation services. The Contractor shall keep a log of all calls, including the subject matter, the date and time provided to the City in the annual report in summary form. The City may request, and the Contractor shall provide, detailed information by incident as needed. 3.8!Accuracy of Call Center Responses The City will produce a fact sheet containing frequently asked questions (FAQs) that are commonly received from residents about the Roseville program. The FAQs fact sheet will also contain the recommended standard responses to be given by the City and Contractor customer service call center staff. Before the FAQs fact sheet is finalized, the City will solicit input and comments from the Contractor, but responsibility for the final document will rest with the City. The City may from time-to-time update the FAQs fact sheet as needed and will notify the Contractor and solicit input on the changes. requirements for following the FAQs fact sheet when answering questions from City residents. The FAQs may be used as a guide for the intended content of responses and does not require the Contractor to use the FAQs as a strict script. The City will notify the Contractor immediately if the City receives any legitimate complaints take corrective action to cure the mistake and notify the City of the actions taken and means to prevent recurrence. The City may make anonymous phone calls to the Contractor acting as if the call is from the general public to ask selected questions. These anonymous calls may also be made by non-English-speaking persons. If such calls are made, an email report summarizing the accuracy 3.9!Annual Work Plan The City and the Contractor shall develop an Annual Work Plan. The Annual Work Plan shall include initiatives the City and the RFP for City of Roseville Recycling Services A-18 RS160\\1\\934842.v1 Qbhf!22:!pg!6:7