CC WS PACKET 03082022 - Laserfiche WebLink

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Page 17 9:00 a.m. the next business day if the call or email was made after 3:30 p.m. or during non-working hours. 10.3.Responding to Customer Calls The Contractor will receive customer inquiries; complaints; requests for Walk-Up Service, extra Collection and Appliance, Electronics and Bulky Waste Collection; and other issues by phone or email. Contractor shall address all voicemail and email correspondence with a return call or email to the City customer within 30 minutes if the Customer contacted the Contractor between 6:00 a.m. and 5:30 p.m. and by 9:00 a.m. the next consecutive working day if the call or email was made after business hours. All phone calls shall be answered by a person during office hours with overflow calls going into a voicemail answering system. A voicemail system or answering service shall be operative during all non-office hours. Customer service staff shall be accessible via email during office hours and the Contractor’s email system shall be able to receive emails during non-office hours for review and response during office hours. 10.4.Documentation of Customer Calls The Contractor shall use a database for recording and tracking Customer issues. The database will include all City Customer communications regarding inquiries, complaints, service requests and other issues. The Contractor shall input all required fields and update notes and comments as appropriate. Each month or otherwise as requested by the City, the Contractor shall provide the City a list of all Customer complaints, the nature of these complaints, and a description of how each complaint was resolved. The names of each complainant and contact number or e-mail address must be included. 10.5.Accurate Responses to Customer Questions The Contractor will produce a fact sheet containing frequently asked questions (“FAQs”) that are commonly received from residents about the City’s 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 FAQ fact sheet is finalized, the Contractor will solicit input and comments from the City, 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. The Contractor’s customer service call center staff serving the City shall be trained on the use and compliance requirements for following the FAQ fact sheet when answering questions from City residents. The City will notify the Contractor immediately if the City receives any legitimate complaints about the accuracy of answers given by the Contractor’s customer service call center staff. The Contractor