Order Processing and Customer Care Services Agreement between Startek, Inc. and AT&T Services, Inc.
Startek, Inc. and AT&T Services, Inc. have entered into an agreement for Startek to provide order processing and customer care services for AT&T's Mobile Solutions program. The contract specifies that services will be performed primarily in Greeley, Colorado, with disaster recovery in Collinsville, Virginia. Startek will be compensated on an hourly basis according to the number of authorized staff, with payment due monthly. The agreement is effective from April 1, 2007, through March 31, 2008, unless extended or terminated earlier by mutual agreement.
CUSTOMER CARE SERVICES
Order No. 20070105.006.S.004
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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AT&T MOBILE SOLUTIONSSM ORDER PROCESSING & CUSTOMER CARE SERVICES
1. | Description of Material and/or Services: |
2. | Duration of Order: |
3. | Location: |
| Greeley, CO Assuming sufficient order and call volumes, a minimum of 60 reps shall perform the work at this location (or such other Domestic location as may be agreed upon by the parties) during the first year of the Term, unless otherwise requested by AT&T in writing to increase/decrease this volume. |
| Collinsville, VA This location will be used for Disaster Recovery, i.e. re-routing and handling of calls in the event that Greeley, CO location is incapacitated and as outlined in Startek Disaster Recovery Plan attached hereto and made a part of this Agreement. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Order No. 20070105.006.S.004
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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4. | Pricing Schedule: |
*Hourly Rate | ||
Monthly FTE Volumes | US Based | |
0 100 | $[*] | |
101 200 | $[*] | |
200 + | $[*] |
*Hourly Rate | ||
Monthly FTE Volumes | US Based | |
1 10 | $[*] | |
11 -20 | $[*] | |
21 + | $[*] |
*Hourly Rate | ||
Monthly FTE Volumes | US Based | |
1 10 | $[*] |
Training** | 85% of the hourly rate | |
**AT&T directed: growth, (i.e., FTE volume increase), process changes (including P2), and training required due to AT&T system enhancements. Does not include refresher, continuation, retread/re-training, or attrition training, which shall be at Contractors sole cost and expense. | ||
Postage | Pass-thru, at cost |
* The Production Hourly Rates are fully loaded rates for all work that may be required by Supplier under this Program, which includes, but is not be limited to: |
1. | Training (initial training, and attrition training), as described in Section D. | ||
2. | Designated Training Managers | ||
3. | Dedicated Universal Agent Area Manager/Supervisor | ||
4. | Dedicated MSDM Area Manager/Supervisor | ||
5. | Designated Reports Analyst | ||
6. | Dedicated Program Manager | ||
7. | Designated Quality Assurance Manager(s) |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Order No. 20070105.006.S.004
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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8. | Gatekeeping | ||
9. | Non Ordering Data Gathering | ||
10. | Project Management | ||
11. | Clerical & support functions | ||
12. | Expediting | ||
13. | Troubleshooting | ||
14. | Travel and Living | ||
15. | Pagers | ||
16. | Development and issuance of reports as described in Section S | ||
17. | Recruiting | ||
18. | Processing Downtime Forms | ||
19. | Systems Access and Requirements as described in Section E. | ||
20. | Systems Managing and Maintaining equipment and access as described in Section E. | ||
21. | Telecommunication (voice and data) Costs | ||
22. | Copies |
5. | Payment: |
6. | Invoices/Billing Information: |
AT&T Corp.
402 ###-###-####
$[*]
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Order No. 20070105.006.S.004
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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7. | Project Manager/Point of Contact: |
AT&T Corp.
732 ###-###-####
$[*]
8. | Name of Affiliate Ordering Services: |
9. | AT&Ts Contract Manager: |
AT&T Corp.
1C146A
One AT&T Way
Bedminster, NJ 07921
Email: $[*]
Phone: $[*]
10. | Supplier Representative: |
Director of Client Services
StarTek, Inc.
100 Garfield St
Denver, CO 80206
Phone: $[*]
$[*]
11. | Maximum Expenditure: |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Order No. 20070105.006.S.004
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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STARTEK, INC. | AT&T SERVICES, INC. | |||||
By: | /s/ A. L. Jones | By: | /s/ Keith Connolly | |||
Printed Name: A. L. Jones | Printed Name: Keith Connolly | |||||
Title: | CEO | Title: Vice President, Global Strategic Sourcing | ||||
Date: | 6/21/07 | Date: | 6/7/07 | |||
On behalf of AT&T Corp. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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AT&T MOBILE SOLUTIONSSM ORDER PROCESSING & CUSTOMER CARE SERVICES
Statement of Work
| Accept customer / sales requests (including, but not limited to, move service (port-in and port-away), new service, change service, and disconnect service) via inbound customer call or via an electronic to-do list (Resource Mailbox) of order management work tasks and work items associated with order processing |
| Assign orders received in Resource Mailbox to individual Mobility Agents within two (2) hours of receipt. |
| Verify completeness of received customer information, including verifying accuracy of promotion and related codes to effect accurate billing. |
| Data gathering with customer, internal parties, or AT&T provided inventory systems to obtain complete data set to place order. |
| Issue request for services through the appropriate AT&T provided system / process. |
| Order tracking and order reject management. |
| Provide regular status to customers and related AT&T internal parties (including expected and firm due dates). |
| Resolve any jeopardies (which is defined as any problems arising with or from the Work) |
| Confirm customer receipt of wireless handsets/hardware. |
| Ensure correct billing of order. |
| Transfer customers to appropriate AT&T centers, including but not limited to care, maintenance, billing, and non-wireless representatives. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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| Retrieve reports from AT&T systems to verify all orders placed are correct; |
| Review current contractual information in AT&T systems; |
| Complete spreadsheets only when such orders are provided by the customer on a spreadsheet; |
| Participate in Customer requested conference calls when appropriate; |
| Ensure that the order completes by due date; |
| Monitor and resolve orders for jeopardy and reject status; |
| Communicate with the customer via phone, system or email at specific intervals within the provisioning cycle, including, but not limited to: |
| Confirm receipt |
| Estimated due date |
| Firm due date |
| Project completion |
| Audit of orders for accurate coding in all associated and impacting AT&T or Supplier databases, |
| Identify all issuance errors and following up on subsequent correcting orders to assure accurate billing, |
| Audit order issuance and billing rejects to assure timely and accurate billing aka reject/discord/errors management, | ||
| Issue orders to correct inaccurate billing and confirming completion, | ||
| Confirm completion of orders and bill post to assure timely billing |
| Refer non-wireless order activity to appropriate AT&T ordering centers |
| Provide outbound correspondence if necessary, to properly fulfill certain customer requests. |
| For Orders that experience errors due to port fallout, customer will be notified of possible order delay due to porting. Customer will continue to be notified until port/order completion and as necessary confirmation of turn-up by the customer. |
| Necessary information must be obtained to mitigate port error which may include additional fact finding with the customer. Items including but not limited to: password/pin; SSN; billing name and billing account number from Other Service Provider (OSP) bill. The customer may be requested to have number/port guard removed from their existing OSP account. |
| Special off-line work activities may be needed in support of porting fallout. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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| Provide Project Management support of Wireless Orders |
| Use all appropriate tools/process documents to follow current processes | ||
Retrieve and create projects in AT&T project management system | |||
| Communicate with AT&T to receive correct information to complete project management system |
| Receive completion status from AT&T provided system-generated emails and reporting tools. |
| Retrieve/correct then validate all errors that occur during the account set-up process. |
| Close all tasks in AT&T provided system and update project. | ||
| Validate required entries are correct in AT&T provided systems. | ||
| Update project management system with order completion status. | ||
| Request Mobility Agent assignment via Mobility Gatekeeper for data gathering/ordering process to begin. The Gatekeeper position is the Suppliers single point of contact, responsible for receiving and distributing the work to the Mobility Agents. | ||
| Close the project following Bill Preview/Review |
| Identify the billing hierarchy structure with the customer. |
| Gather pooling information. | ||
| Gather invoice locations. | ||
| Gather names and IDs of customer user groups. | ||
| Gather equipment available to user groups per customer request | ||
| Gather customer portal information for handoff to ordering portal team |
| Verify gathered data is complete. |
| Prepare account profile information for handoff to AT&Ts designated Client Services group. | ||
| Work with designated AT&T group to create billing hierarchy. |
| Contact AT&Ts Sales Account Executive of account specific information to inform customers to begin the ordering process. |
| Send bulk orders on spreadsheet to the Mobility Agent Gatekeeper when appropriate. |
| The MSDM will preview and the first Wireless bill and then review it with the customer. |
| Validate all wireless bill components are correct per customer request. | ||
| Validate that Pricing for each of the bill components requested by the customer is accurate. | ||
| Contact the AT&Ts billing representative (billing architect) and/or customer for clarification of bill components as necessary. | ||
| Notify the Mobility Agent and/or AT&Ts designated client service group of bill preview result. | ||
| Review the wireless bill with the customer and ensure their satisfaction with the billing. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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| Note bill preview/review as complete for the Wireless portion in project management system. |
| Provide high-quality service to customers by meeting and/or exceeding DMOQs; |
| Document process requirements and log in appropriate data bases and systems; |
| Refer ordering activity to Mobility Agent and monitor them through on-line and manual systems; |
| Review all methods and procedures provided by AT&T, etc. on a daily basis for updates; |
| Handle each customer inquiry by greeting customer properly, establishing rapport, conducting appropriate fact finding, providing accurate and complete information, displaying professionalism, resolving inquiries and meeting all commitments, following established call flows deemed appropriate and defined by AT&T; |
| Tracking and reporting activities, errors and progress on a regular basis; |
| Take action by transferring proper escalations when necessary in accordance with Section H, Escalation Process |
| Suppliers Mobility Agents shall possess the following competencies: |
| Professionalism | ||
| Courteousness | ||
| Excellent customer service skills | ||
| Accuracy and completeness | ||
| Administrative | ||
| Internet/browser/email knowledge | ||
| PC/application experience | ||
| Customer facing skills | ||
| Help desk | ||
| Intermediate database use | ||
| Technical skills for data connectivity |
| Provide outbound correspondence, if necessary, to properly fulfill certain customer requests; |
| Attempt to complete customer requests and inquiries with the customer on line. |
| Complete all callbacks in accordance with the following: |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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a. | Any customer request or inquiry must be completed as defined by AT&T |
b. | Outbound calling may result as part of resolving a billing inquiry or customer verification of a customers account. |
| Transfer calls or redirect customer to the appropriate AT&T designated contact(s) or third party vendor(s), should inquiries be made about services or products outside the scope of customer care activities for which the Mobility Agent has been trained. AT&T will provide Supplier with information necessary for Mobility Agents to fulfill this task. |
1. | Customer Account Maintenance (Tier I) |
| Customer call receipt, triage as directed by AT&T desk level procedures |
| Create trouble tickets in AT&Ts system and provide relevant status; update trouble ticket log |
| Disposition call as directed by AT&T |
| Troubleshooting which may include: |
| Verify service order status / line features provisioned in all applicable systems | ||
| Verify equipment is activated / programmed | ||
| Check for recent activation activity | ||
| Power cycle checklist | ||
| Verify coverage area | ||
| Basic test call / trouble validation | ||
| Error message screening | ||
| Service activation when necessary | ||
| Referral to AT&T Tier II maintenance per AT&Ts guidelines |
| Transfer misdirected calls to appropriate party, which includes but is not limited to other AT&T contacts. |
| Apply outage adjustments |
| If necessary, referral to Mobility Agent for necessary order activity, if ordering activity is being performed by a different Mobility Agent |
2. | Billing |
| Customer call receipt |
| Access Wireless billing and inventory systems to research and answer basic billing inquiries including, but not limited to, inquiries regarding charges and balance. |
| Research and resolve disputes and issue corrective action/credits per AT&T guidelines. |
| If necessary, referral to Mobility Agent for necessary order activity to correct billing errors, if ordering activity is being performed by a different Mobility Agent |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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3. | Basic Wireless Usage |
| Supplier shall perform all necessary after call support (e.g. an offline customer commitment generated when a customer calls and makes a request for an order (e.g. a change in services), adjustment, re-rate, an error correction, or any other activity that cannot be completed during the immediate customer contact), which shall include performing all follow-up work, needed to update accounts. | ||
| Adhere to AT&Ts documented call quality guidelines as provided by AT&T. | ||
| Review, implement and comply with AT&T advisories and process changes as provided by AT&T. | ||
| Adhere to documented processes provided by AT&T to track and report work activities and progress. |
| Provide leadership and supervision to Mobility Agents. |
| Conduct monthly development sessions with each Mobility Agent to discuss performance. | ||
| Manage adherence to AT&Ts documented call quality guidelines set forth in this Order and in Section G, DMOQs. | ||
| Review, implement and comply with AT&Ts documented processes to track and report work activities and progress as described in Section S, Reports / Status Requirements. | ||
| Provide on-going quality improvement, which includes, but is not limited to, Mobility Agent performance, reporting, Suppliers work processes, customer care functions, and escalation management. Supplier shall communicate to AT&T on a quarterly basis, all quality initiatives that Supplier implemented. |
| Act as primary interface between AT&T and Suppliers personnel assigned to the Program. | ||
| Oversee personnel assigned to the Program, including performance, process adherence, communication, and reporting functions. | ||
| Review, implement and/or comply with AT&Ts documented processes. | ||
| Adhere to AT&Ts call quality guidelines and provide team coaching as appropriate |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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| Provide on-going quality improvement, and communicate all quality initiatives implemented on a quarterly basis to AT&T. |
| Ensure each employee receives training as defined in Section D, Training. |
| Escalation Resolution as defined in Section H, Escalation Process |
B. | Hours/Days of Operation |
C. | Volume and Forecasting Process |
| Order Processing Estimated Monthly Volume An average of [*] orders per month (As defined in Section 4. PRICING SCHEDULE) |
| Customer Care Estimated Monthly Volume - An average of [*] customer care calls per month |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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D. | Training |
| Basic wireless communications: Minimum curriculum requirements necessary to provide new associates with a basic knowledge of wireless communications. |
| Computer literacy (including email, Excel, Word, PowerPoint, Access Database) |
| Customer care skills (e.g., handling difficult customers, customer dissatisfactions, objections, etc.) |
| Ordering functions (data gathering, order management, order validation, escalation / expedite activity, etc.) |
| Product / services knowledge (The applications, components, etc. of wireless services and understanding of how the services work and the various components.) |
| AT&T Systems (functionality and compliance) including, but not limited to the systems listed in Section E, Systems and Telephony |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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| Developing with AT&T and communicating to Supplier Agents any new processes and/or changes to existing processes |
| Training |
| Documentation assistance |
| Tier I Support |
E. | Systems and Telephony |
| PBX equipment |
| Data connectivity |
| Work stations for remote access to AT&T systems. |
| Sufficient equipment to handle the volumes of calls as anticipated in this Order. | ||
| Sufficient support and management administration to assure the continued operation of, and maintenance of all equipment and telecommunications facilities. |
System | System Name | |
AOTS | AT&T One Ticketing System | |
ASOC | Automated Service Order Configurator | |
Care Billing System | ||
CARD | Cingular Administration of Remote Devices | |
Catalyst | ||
Clarify Contact Manager | ||
Compass | ||
Cosmo | ||
CSP/MyCSP | Customer Service Portal | |
DCP | Data Configuration Portal | |
DDTS | Dispute Desk Tracking System | |
DocViewer | ||
DTS | Dispute Tracking System | |
ECPV | Enterprise Contract and Profile Management | |
EFMS PM | End to End Flowthrough Management System -Project Manager | |
EM Lite | Electronic Maintenance |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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System | System Name | |
END | Event Notification Dashboard | |
MMA.com | Manage My Account.com | |
MTI | Map Tool Network Integration | |
NBI | National Billing Instance | |
NPAC Database | Number Portability Administrative Center Database | |
Order Manager | ||
OLAM | Online Account Maintenance | |
OTIVA | ||
Reporting Tool | ||
Phoenix | ||
PLS | Private Label Service | |
Premier | ||
RDS Ordering Tool | Required Data Set | |
Script Manager | ||
Snooper / Websnooper | ||
Storefront Ordering Tool | ||
Telegence | ||
WIMO.com | Where Is My Order.com |
F. | Change Management |
| Supplier will not make any changes to AT&T policies and procedures without prior written approval of AT&Ts Technical Representative. |
| An AT&T Technical Representative will be assigned and will act as liaison between Supplier and AT&T. |
| Supplier shall work with AT&Ts designated Program Manager. |
| Change requests for systems, processes and other program requirements will be submitted in writing by the party requesting such change to the other party pursuant to the CHANGES clauses herein. |
| Supplier will provide dedicated contract management and project interface at no additional cost to AT&T. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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G. | Direct Measures of Quality (DMOQ) |
| High-level end-to-end voice ordering and provisioning process |
| Task specific ordering work required system order tracking |
| Basic jeopardy troubleshooting/resolution and escalation procedures |
| System access and navigation procedures |
DMOQ | Definition | Objective | Weight | |||
1. Average Handle Time (AHT) | Average talk time plus average hold time after reaching Agent plus after call work time | £ [*] minutes | [*]% | |||
2. % Calls Abandoned | A call is considered abandoned if it disconnects from the Automatic Call Distributor (ACD) system prior to being answered | £5% or less if required by law of all incoming calls per month | ||||
3. Average Speed of Answer (ASA) | The amount of time a caller waits in a queue before connecting to an Agent, measured against all incoming calls associated with Program. | £ [*] seconds per month | [*]% | |||
4. Customer Satisfaction | % of highly satisfied customer experiences as measured by customer surveys | > [*]% | [*]% | |||
5. Quality Analysis Average | Average score of all calls reviewed by Peak QA Process ³ 3. | [*]% of Peak Review Scores Average ³ 3 | [*]% | |||
6. Quality Analysis Scoring | % of calls reviewed achieving a Peak QA Process Score ³ 4 | Peak Review Scores of [*]% ³ 4 for months 1 2 Peak Review Scores of [*]% ³ 4 for months 3 4 Peak Review Scores of [*]% ³ 4 for months 5 6 Peak Review Scores of [*]% ³ 4 for months 6+ | [*]% |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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DMOQ | Definition | Objective | Weight | |||
1. Cycle Time | Average number of days from Agent order receipt to order completion; cycle time is defined as: from receipt of initial order to when product is shipped | ³ [*]% at £ [*] business days (monthly average) | [*]% | |||
2. Order Quality (Phase II) | Number of orders that do not successfully complete the ordering process due to Agent error divided by the total number of orders issued per month (reference Lost Luggage report) | £ [*]% | [*]% | |||
3. Order Backlog | Number of orders received by the Gatekeeper not issued within 1 business day divided by number of orders received per month. | £ [*]% | [*]% | |||
4. Disconnect in Error | Occurrences per month. Any occurrence where a customer is out of service (access related) where customer believes it should not be out of service and Agent activity is the apparent root cause | £ [*] MDN per month | [*]% | |||
5. Cancellation Rate | Number of cancelled orders attributed to agent error in a month divided by total number of orders | £ [*]% | [*]% |
DMOQ | Definition | Objective | Weight | |||
1. Time to Repair | The average of each measured ticket interval duration from initial ticket create to the clear time | ³ [*]% within 4 hours ³ [*]% within 24 hours | [*]% | |||
2. Mean Time to Repair | The mean of each measured ticket interval duration from initial ticket create to the clear time | £ [*] hours | [*]% | |||
3. Ticket Closure | The number of hours between ticket cleared in AOTS and ticket closed in AOTS (excludes mini-tickets) | ³ [*]% within 24 hours | [*]% |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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DMOQ | Definition | Objective | Weight | |||||
1. Account Profile Cycle Time (Phase II) | The average number of days between Sales Order Receipt (SOR) accept and Account Profile Complete | ³[*]% complete within 20 business days for custom accounts /or/ 15 business days for standard accounts | 40 | % | ||||
2. Lifecycle Profile Cycle Time (Phase II) | The average number of days between Sales Order Receipt (SOR) accept and Project Complete | ³[*]% complete within 5 business days | 40 | % | ||||
3. First Bill Preview / Review Completion (Phase II) | First Bill Preview complete within 5 days from first complete invoice rendered. A Complete Invoice is defined as one where equipment and usage are present. | ³[*]% | 10 | % | ||||
4. First Bill Preview / Review Accuracy Rate (Phase II) | Percent of 100% accurate bills divided by total number of First Bill Previews completed | ³80% | 10 | % |
DMOQ | Definition | Objective | Weight | |||
1. Ordering Productivity ATT calculates today | Total number of orders completed per Mobility Ordering Agent per weektally against all agents. | ³[*] orders per agent per week | N/A | |||
2. EFMS Compliance | Total number of EFMS events completed on time divided by the total number of available EFMS events. | ³[*]% of all available EFMS events | N/A |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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Should Supplier fail to meet the above DMOQs, identified herein, AT&T may be entitled to receive Service Level Credits.
Except in the circumstance that AT&T has agreed to waive the Service Level Credits or that the total volumes for the month in question exceed 120% of the agreed forecast, the following Service Level Credits shall apply:
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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In the event a DMOQ is missed for the first time, discounts shall be assessed against the invoice at the rate of [*] ([*]%) per DMOQ missed calculated against the Weight % of the missed metric.
DMOQ | Metric Achieved | Weight | Monthly Invoice | Discount | ||||||
Average Speed of Answer | [*] seconds/month | [*]% | $ | [*] | $[*] x [*] x 1.0% = $[*] | |||||
If the same DMOQ is missed in a second or more or subsequent time during consecutive any months, discounts shall be assessed to the invoice at the rate of [*] ( [*] %) of the weight for that missed DMOQ for the impacted month.
H. | Escalation Process |
Supplier is wholly responsible for all escalations (defined as any provisioning activity requested in an accelerated timeframe or orders at risk of not being shipped in tolerance and/or requiring the intervention of Executive Management) resulting from orders submitted by Supplier Mobility Order Agents and must follow AT&Ts Escalation and Exception Process as provided by AT&T.
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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Supplier is wholly responsible for all escalations on trouble tickets where Mean Time to Repair (MTTR) exceeds DMOQ objectives, or when customer impact is deemed critical. AT&T shall provide Escalation Process to Supplier.
I. | Holidays |
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
J. | Staffing |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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| Not meeting agreed upon DMOQs including Touchpoints. | |
| Providing the customer with information that misrepresents or misleads the customer about features and/or benefits of the program being marketed. This may include, but is not limited to information about rates, reoccurring charges/plan fees, intervals for installation, etc. | |
| Providing other AT&T employees (e.g., Sales, Provisioning) with information that misrepresents or misleads them about the status of an order. | |
| Failure to provide timely and/or accurate status of an order to a customer or other AT&T employee. | |
| Use of inappropriate language or acting in a discourteous manner (including racial slurs, sexual comments, profanity, etc.) | |
| Acting in a rude manner or using an inappropriate tone (e.g., yelling or repeatedly interrupting a customer or AT&T employee) |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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K. | Security |
L. | Orderly Transition |
M. | Workforce Management Plan |
N. | Post Outage Review and Root Cause Analysis |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
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O. | Network Security Requirements |
P. | Productivity Improvement / Cost Reduction |
Q. | General Items |
| Unless otherwise required by law, Supplier Agents, when interfacing with AT&T customers and specifically questioned regarding their employment, Agent shall use a script provided by AT&T for the purpose of answering that the Agent is providing services on behalf of AT&T. | |
| Any Supplier employee related to this ABS (AT&T Global Business Services) project, either by function or by title, shall not enter into business agreements, nor act as agent for, any AT&T Competitor in a facility dedicated to this Program. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
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AT&T Mobile SolutionsSM Order Processing & Customer Care Services
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R. | Quality Monitoring |
S. | Reports/Status Requirements |
a) | Daily incoming ordering log including, but not limited to, the following information on an order by order basis: date order received, customer name, date assigned and assigned to, date entered into ordering system (s), order number, expected completion date, actual completion date, orders held, orders rejected back to AT&Ts sales/originator, orders in backlog, Touchpoints missed by individual Touchpoint, past due, completed past due. | ||
b) | Daily on-time performance reports | ||
c) | Stewardship look ahead reports including on time performance, cycle times, backlog, and other business metrics | ||
d) | Supplier will utilize and leverage tools on a daily basis as to minimize aging of orders and provide AT&T a weekly aging readout as to statistics and backup order detail. Supplier will also develop, implement and leverage other tools and stewardship and look-ahead reports as mutually agreed upon by the parties. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties
Attachment A
AT&T Mobile SolutionsSM Order Processing & Customer Care Services
Page 22 of 22
e) | Daily trouble ticket logs | ||
f) | Call Comparison report: compares forecasted to actual call volume and answer performance. |
g) | Deliver weekly/monthly score card results to AT&T with root cause analysis of metrics as requested by AT&T. | ||
h) | Headcount listing, organizational charts and escalation contact lists. | ||
i) | Daily, weekly, and monthly Switch reports: data taken directly from Suppliers switch which reflects actual number of calls offered, handled, AHT, hold time, % occupancy, ASA, etc. | ||
j) | Call Comparison report: compares forecasted to actual call volume and answer performance. | ||
k) | Others as deemed necessary by AT&T. |
2. | Supplier shall pro-actively manage its resources down to the individual level in a format satisfactory to AT&T. AT&T may request agent level reporting on an as-needed basis. | |
3. | Suppliers Program Manager and Reports Analyst, as described in Section G. DMOQs, shall attend daily, weekly and monthly status meetings as established by the AT&T. Such meetings shall be at Suppliers sole cost and expense. | |
4. | A quarterly review of Program content and implementation will be performed between AT&Ts Project Manager and Suppliers Program Manager. Weekly operational calls may also be held between AT&T and Suppliers Program Managers. AT&T may request daily reviews when business results and metrics warrant. These reviews will be conducted at the convenience of both parties. |
The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties