Specifications include, but are not limited to: 1.1 The Respondent shall coordinate the execution of all the processes between the Respondent and the Exchange in order that the individual components that make up the services are managed in an end-to-end manner. 1.2 The Respondent shall provide support to all the Exchange consumers on both a reactive and a proactive basis. 1.3 The Respondent shall manage requests from all the Exchange consumers relating to all manners of support required. 1.4 The Call Center solution and its supporting systems shall communicate with consumers in layman language, using terms that are clearly understood by the consumers and consistent with those used by the Exchange. 1.5 The Respondent shall seamlessly coordinate and integrate the Call Center with the Exchange Consumer Support infrastructure providing services to consumers, including tools, technology and processes. 1.6 The Call Center shall seamlessly coordinate and integrate with applicable Exchange IT core system components, including Web Portal enrollment, reporting, noticing, appeals, etc. 1.7 The Respondent shall provide a Call Center with processes for service delivery and service management that are based on a standard and repeatable methodology (ex. ISO9000 conformant). 1.8 The Call Center(s) shall be located in an off-site location(s) from the Exchange (approved by the Exchange), except for temporary periods where: a) Calls are overflowed to a different Call Center location to handle major outages and business releases. b) Calls that overflow to a different Call Center location are handled by Call Center personnel who have been trained and are knowledgeable on the Exchange environment as evidenced through the ongoing Training and Development reporting. No overflows will be permitted to sites that have not been verified as adequately trained by the Exchange Call Center PMO at least 60 days in advance. Personnel who have not been continuously assigned to taking calls for at least 60 days prior to an Overflow transfer date will not be considered as adequately current in training required by the Exchange 1.9 Where more than one site is proposed for the delivery of Call Center services, any switching between the sites must be seamless to callers to the Call Center. 1.10 The Respondent shall utilize personnel that are dedicated to the Exchange and are not supplying services to multiple clients of the Respondent. Personnel, whom have a break in service on the Exchange account of more than 30 days, will not be considered to be adequately current in training required by the Exchange and therefore uncertified for taking Exchange calls 1.11 The Respondent shall provide adequate technical infrastructure that includes at a minimum, equipment (computers, phones, headsets, web cams and others), telecommunications, internet and others based on the requirements set by the Exchange. 1.12 The Respondent shall maintain currency in its technical infrastructure in accordance with any third party/outside vendor software or services that it employs for equipment, telecommunications, internet and others based on the requirements set by the Exchange. The Exchange must be notified semi-annually of compliance to third party/outside vendor currency. 1.13 The Respondent shall provide a complete infrastructure inventory that it expects to employ in delivering a Call Center solution to the Exchange. Such inventory will provide complete details of each component such as: Component Name; Vendor/Supplier Name; Installed Version Data; Vendor Commercially Available Version Data; Date of last upgrade; Date(s) of expected future upgrades; and the like. Such inventory will be updated at least semi-annually or when a change is being implemented that affects components of the Exchange solution as delivered. 1.14 The system shall facilitate voice call tracking with work flow processing and work queue functionality.
