HomeMy WebLinkAboutRESPONSE - RFP - 8412 AFTER HOURS & CONTINUITY OF SERVICES TELEPHONE ANSWERING SERVICEPage 1 of 14
November 22, 2016
Gerry S. Paul
Purchasing Director
City of Fort Collins, CO
P.O. Box 580
Fort Collins, CO 80522
Dear Mr. Paul,
I want thank you for allowing CallNet Call Center Services, Inc to submit a proposal to the City
of Fort Collins and Fort Collins Utilities. We are excited about the chance to work with you, and
feel that our proven track record and award winning service will be the fit for your call center
needs.
We have been providing overflow and after-hours answering to Rural Electric Membership
Cooperatives (REMCs) and Municipal Utilities since 1998. We continue to incorporate additional
technology to support the current needs of our utility clients.
CallNet will work with FCU to customize a solution, and provide a customer service experience
which is an extension of your own standards. This, we believe, sets us apart from other call
centers.
Below you will find the contact information for us:
CallNet Call Center Services, Inc.
P.O. Box 1345
Bloomington, IN 47402-1345
800-237-6602
Fax: 812-355-8201
www.callnetutilities.com
Principal contact:
Charles Webb, President
cwebb@callnetservices.com
We look forward to working with your team. Please feel free to contact me with any questions
you might have concerning this proposal or its contents.
Regards,
Charles Webb
President
CallNet Call Center Services, Inc.
Providing world-class customer service and information exchange.
medical
technical help desk
order entry
reservation
dealer locator
business messaging
customer service
voice mail
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II. SCOPE OF SERVICES:
A. Scope of Work:
1. Backup Power: CallNet has a 40KVA Liebert UPS system in conjunction
with an 80 KVA Cummins Diesel Generator with 25 hour supply of fuel
on-site.
2. Digital Electronic Data Transfer: Transmittal of data via cell text/SMS and
email are commonly used practices among our utilities. CallNet is
MutliSpeak compatible. Customer outage notification is typically
determined by functionalities of the utility OMS. If an OMS is not
present, Callnet offers outage texting through a third party vendor. This
also permits the utility or CallNet to send outage updates to the
consumer. Custom web or mobile device application options are
available upon utility request. CallNet is proud to be a live answer
facility. However, IVR capabilities may be added at the request of the
utility. CallNet is versed in Red Flag Rules, Open Records and
Cybersecurity and is currently practiced with our utility clients. CallNet
is currently undergoing PCI compliancy.
3. Call Transfer: CallNet has a fully digital phone switch. Transferring of
calls back to the utility can be done seamlessly.
4. Hold/Busy Out Feature: CallNet utilizes an ACD within the phone switch
to route FCU calls to the appropriate agents. Custom greetings can be
used to give caller information about an outage or customer service issue.
Calls can be put on hold and transferred within the call center as well as
to outside clients or duty crews. In case of large outages, callers can get a
custom greeting with outage status and then placed on hold for next
available agent.
5. Phone Lines: CallNet utilizes over 150 phone lines. Utility clients are
provided two toll-free 800 numbers. One number is used for call
forwarding purposes, the other for duty crews and employees to call and
speak directly to dispatch—bypassing the usual flow of calls. All calls are
answered by the 3rd
ring.
6. TTY/TDD: Our CSR’s are conversant in TTY/TDD systems.
7. Non-English Capabilities: CallNet is staffed with bilingual Spanish agents.
8. After-Hours Operation: CallNet is staffed and operational 24x7x365, all
holidays included. In addition, we offer roll-over, daytime and after hour
services. Emergency call handling, with or without notice, is an expected
part of our service. We handle the call flow of our utilities in
circumstances ranging from extreme emergencies to phone issues to
company meetings.
9. Staffing: CallNet is staffed 24x7x365. We employ approximately 50 staff
members. We hire using the model of the Predictive Index measurements
for patients, calm and detailed orientated CSR’s. This, combined with our
participation in the award of excellence programs, allows us to training
and produce professional and empathic CSR’s. Our seasoned utility
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dispatch team brings an understanding of the industry’s unique
procedural expectations.
10. Call Types: Due to our experience with existing utilities, FCU’s list of
call types is fully within the scope of our abilities. We use our
customizable scripting platform to manage the information flow to your
expectations. Scripting can be modified to keep pace with your business
needs.
11. Outage Area Information: CallNet, upon request, will add specialized
greeting messages that inform your customers of the progress and scope
of outages, and other interruptions of service. Also, dispatchers will add
such information to your account status, so that CSRs are able to advise
your customers.
12. Call Log and Recordings: Call data is retained for 36 months. Call
recording data is retained for 90 days. Daily re-caps are sent to the utility
at designated time via email. Delivery can be call type and recipient
dependent including customizable call data.
13. Preferred Means of Contact: CallNet can dispatch calls via phone, cell
text/SMS, pager, email or truck radio. Contact can be escalated to
additional staff if On-Call is not available.
14. Text Message of Calls: Calls can be cell text/SMS to designated duty
personnel. CallNet allows for text/SMS response. Text/SMS data
customizable.
15. Estimated Traffic: After reviewing the estimated traffic described in the
RFP, we do not foresee any issues in giving full and timely service to
FCU’s calls.
16. Flowchart: FCU flowchart received and reviewed. The protocol outlined
is clear and obtainable by CallNet.
17. Concern/Complaint Resolution Process: Our goal on every call is to
satisfy the needs of the caller and the client. Should a need arise, all
concerns will be promptly reviewed via call recording, message history
and communication with CSR. Research may be done by one of several
project members, issue specific. If there is a lack of adherence to the
script or misunderstanding of FCU’s protocol, the issue will be addressed
directly with the CSR with results reported to the utility.
III. PROPOSAL SUBMITTAL:
A. Executive Summary:
CallNet is staffed and operational 24x7x365, all holidays included. In addition, we
offer roll-over, daytime and after hour services. Emergency call handling, with or
without notice, is an expected part of our service. We handle the call flow of our
utilities in circumstances ranging from extreme emergencies to phone issues to
company meetings.
In the nearly twenty years that CallNet has been working with municipalities, we
have learned that, although all provide utilities, each has its own approach to business
and services. Our answer to this diversity is to customize our scripting and
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applications to fit the unique requirements of each client. We understand that your
callers demand quality and accuracy, and we are committed to these standards.
CallNet utilizes a copy of your customer database to quickly access customer location
and the engineering specifications needed for a successful dispatch. This information
can be queried using multiple data points. Outage information can be transmitted to a
utility’s Outage Management System (OMS), while dispatch contacts the on-call
personnel to begin the repair/restoration process. OMS features include: Crew
assignment, prediction transmission, additional outage comments and outage restoral.
Integration with metering devices include: pinging of meters and reconnection of
collared service accounts.
Data transmission of cell text/SMS and email are standard. On-call calendars may be
maintained by CallNet or the utility via the CallNet Client Portal.
CallNet will be available for the interviews and demonstrations on the purposed
dates.
B. Company Information:
1. CallNet provides inbound call center services to government, utility,
education, medical, property management and maintenance and other
industries that need overflow or after-hours call answering. CallNet has
serviced the utility industry since 1998. Our executive team brings over
60 years of combined experience satisfying their unique needs. CallNet
has a presence in 40 states across the country. Our utility clients are
located in: Indiana, Illinois, Ohio, Michigan, Wisconsin, Minnesota,
Kentucky, Tennessee, Virginia, North Carolina, Georgia, California,
Oregon and Washington.
2. CallNet has been in business since 1998 and incorporated since 2001.
3. CallNet was started and is owned by Charles Webb.
4. Specific to the utility industry, CallNet handles: consumer outage calls,
dispatch of utility crew, crew safety checks, disconnect/reconnect, bill
pay via web portal, meter readings, load-control, security lights, street
lights, stop lights, street signs, water/sewer, vehicle maintenance, street
maintenance, tree trimming, underground locates, gas, add service
request, discontinue service request, pull utilities request, as well as
standard general office and messages for staff. A robust scripting
platform allows CallNet to create a custom script based on customer’s
exact scope. We currently answer for over 700 companies nationwide,
including over 30 electric, water, gas and telecommunications companies.
From its inception in 1998, CallNet has been assisting Rural Electric
Membership Cooperatives (REMCs) and Municipal Utilities with their
call center needs.
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5. CallNet has approximately 50 employees.
6. CallNet has two locations. Our main facility is an historic building located
in downtown Bloomington, Indiana, about 1 hour south of Indianapolis.
This office has 33 workstations, and is close to government, hospital and
utility centers. A satellite office is located the south side of Indianapolis.
This office has 10 work stations, and is close to downtown. Both offices
process client calls. The Bloomington location houses management
offices and is considered our primary location.
7. Primary contact info:
CallNet Call Center Services, Inc.
555 N. Morton St.
Bloomington, IN 47404
800-237-6602
Fax: 812-355-8201
Charles Webb
President
cwebb@callnetservices.com
Susan Liggett
IT Director
sliggett@callnetservices.com
C. Scope of Proposal
1. Detailed narrative of services: In the nearly twenty years that CallNet has
been working with municipalities, we have learned that, although all
provide utilities, each has its own approach to business and services. Our
answer to this diversity is to customize our scripting and applications to fit
the unique requirements of each client. We understand that your callers
demand quality and accuracy, and we are committed to these standards.
All of our calls are recorded, so we capture all the points of every
conversation. CallNet represents our clients as they want to be
represented, with every phone call. On the subject of call
responsiveness/time management and accountability our statistics are on-
point. In fact, CallNet sets high standards so our clients don’t have to.
2. Project Management: Susan Liggett, Director of IT, will lead the FCU
project. We anticipate implementation of said project to have these
aspects: communication, development of custom scripting, development
and implementation of protocol, development of custom API, training
(quality assurance) and testing. A mutual agreed upon timeline will be
presented upon the selection of CallNet as an FCU vendor (scope and start
and date dependent). Charles Webb, President, assumes primary
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responsibility for the timely and professional completion of the FCU
project, respectfully.
3. Interaction with City: CallNet requires the utility complete a client profile
assessment which is used for the account creation framework. You may
also incorporate existing documentation from the current call center
provider to ease and create a seamless transition. Your utility can choose
to manage the project by using an FCU liaison or utilizing a team
approach by drawing on expertise from all applicable departments. Access
to the FCU IT department and software vendor will be needed if custom
API’s are necessary for data transmission.
4. Identify approach to measure: CallNet measures valued delivered and
project success by number of criteria:
a) Overall call center statics (reviewed daily). Including average
length of call and average speed of answer.
b) Monitoring of client calls combined with agents review.
c) Feedback from client, both positive and constructive.
d) Feedback from front line personnel: example on-call staff.
e) Suggestions from CSR’s in regard to need for additional
scripting support or client information.
These are components of CallNet’s verification of value delivered.
5. Describe Disaster Recovery Process: CallNet employs a 40KVA on-line
Liebert UPS system that is backed by an 80KVA Cummins diesel
generator. UPS system and generator are tested weekly.
Telecommunication lines are provided by AT&T which has redundant
fiber connections throughout the Bloomington area. We utilize both
traditional T-1’s and Flex-T’s for maximum features and stability. Fiber
data connections provided by local DLEC and redundant fiber connection
through AT&T. Virtual systems are backed up using Veeam back up and
replication for industry leading restoral times. Redundant VM servers
utilize VMotion and VStorage to provide seamless failover. Mission
critical onsite vendor services for all key servers. All systems accessible
remotely. Remote agent and remote dispatch capable. Secondary location
in Indianapolis, Indiana.
6. Sample Invoice: Attached Exhibit A
7. Sample Reporting: Attached Exhibit B
D. Assigned Personnel
Charles Webb—President
Charlie has a background in management, telecommunications and marketing.
He has 25 years of management experience both as the general manager of a
chain of retail stores in the Dallas, Texas area and then as the sales and marketing
manager for a Midwest call center. He has a B.S. in marketing from Indiana
University. His telecommunications experience was enhanced as he assisted in
programming while at his previous location. He was tapped to start
troubleshooting networks and phone equipment because of his understanding of
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computers in general. He started CallNet in 1997 as a division of an Indiana
advertising agency and purchased the call center in 2001.
Linda Perry—VP, Operations
Linda established her own medical call center in 1974, and quickly gained a
reputation for quality customer service. While leading her business, she became
fluent in all things call center. From equipment to energizing her employees and
impressing her clientele, Linda kept a keen eye on every aspect of her call center.
At CallNet, Linda manages Human Resources, staffing, billing and payroll,
following call volume trends and history, establishes goals/direction of the call
center and staff. Linda insists upon quality customer service as the fundamental
principle of CallNet. Her staff will tell you that she is the one to go to with
questions about the business, employee relations and communications—but not
the one to compromise when it comes to excellence.
Michael Apple —Account Executive
Mike graduated from Indiana University, where he received a Bachelor’s Degree
in Biology and Public & Environmental Affairs (SPEA). He has over 20 years of
outside sales experience. A consistent record of sales success has been a result of
his discipline and focus. Rapport building is his goal, and quality communication
is his tool. Mike believes that providing the very best customer service for all
CallNet clients is of primary importance. He is disciplined and focused—
determined to exceed expectations.
Susan Liggett—Director, IT
Susan is the IT Director for CallNet Call Center Services. She is a graduate of
Indiana State University with a Bachelor's Degree in Education. Susan has 23
years of experience with the CallNet’s scripting platform, and life-long
experience in the call center environment. Susan leads our IT innovations, and is
the touch point for our municipal/utility clients. She partners with clients to create
customized solutions, and spearheaded the development of Utility Insight our
MultiSpeak integration program. Believing that sharing is essential to learning,
Susan participates in a variety of committees, where she is a valued resource. In
addition, Susan has sat on the board of the PIN Users Group in the roll of Vice-
President and President.
Gina Deckard—Customer Service/Manager
Gina has been in the call center business since 1991. She programs non-utility
accounts and client requests for both scripting and protocol changes. In following
CallNet’s emphasis upon customization, she communicates with clients and
adapts their needs to the best and most efficient style of scripting. Gina handles
customer service, reviewing the affected calls and following up both with the
client and the CSR, should there be additional training involved. Since she
programs accounts, she can change scripting and make suggestions to enhance the
flow of calls. Gina evaluates CSRs-- scoring calls according to CallNet’s exacting
standards, and reinforcing excellence in call handling.
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Amy Sizemore—Quality Assurance Manager
Amy has a Bachelor’s degree in English from Indiana University. She has over 22
years’ experience in both technical and soft skills training. Over the years, she has
conducted platform training for new hires and tenured employees, and written
documentation. She has done on site-training and consulting work, facilitated
webinars, and helped with training during potentially contentious merger-related
staff integrations. Amy evaluates CSRs and supervisors, communicates with
clients, writes training material, and trains. She is a Predictive Index Analyst.
E. Availability
1. CallNet limits the number of utilities on-boarded during the course of a
year. This allows for slow growth, obtainable results and call standards.
Our implementation process has the flexibility to allow stakeholders to
give full attention with the result being a successful project.
2. CallNet requires 30 to 60 days for client on-boarding. Meetings will be
held via conference call or webinar as needed. Meetings and proposed
schedule are based customer responsiveness.
Weeks 1 and 2: Contract review/revisions/signing
Weeks 2 through 4: Client profile assessment review with client
and assistance in data collection:
Work flow
On Call
Dispatch Procedures
Department Contact Directory
Report Definition
OMS integration
Weeks 5 through 7: Account creation with information provided in
the client profile assessment. Including report generation and OMS
integration.
3. Backup Systems: CallNet employs a 40KVA on-line Liebert UPS system
that is backed by an 80KVA Cummins diesel generator. UPS system and
generator are tested weekly. Telecommunication lines are provided by
AT&T which has redundant fiber connections throughout the
Bloomington area. We utilize both traditional T-1’s and Flex-T’s for
maximum features and stability. Fiber data connections provided by local
DLEC and redundant fiber connection through AT&T. Virtual systems are
backed up using Veeam back up and replication for industry leading restoral
times. Redundant VM servers utilize VMotion and VStorage to provide seamless
failover. We utilize mission critical onsite vendor services for all key servers.
All systems are accessible remotely and we are remote agent and remote
dispatch capable. And finally, we have a secondary location in Indianapolis,
Indiana
F. Continuity of Service: Means that we are operational and available to take your
calls 24 hours a day. Scheduled server maintenance is performed weekly. This
includes all OS and application updates. Maintenance produces minimal
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disruptions and minor delays in data deliver without impacting the ability to
answer calls. Updates are completed during non-peak intervals which occur
Monday through Friday between the hours of 10:00am to 2:00pm Eastern
Standard Time.
G. Sustainability/TBL?
CallNet’s home is Bloomington, Indiana, and Bloomington, like Ft. Collins, is a
university town. There are many sustainability/green efforts in Bloomington, and
our staff implement as many environmentally sensitive incentives as possible.
Since CallNet’s business is telephone driven, there is very little use of paper or
waste of other resources that would negatively affect the environment. Because of
HIPAA regulations, no paper use is allowed on the call center floor—we take
client information very seriously. Any papers that are used by management and
administrative staff are shredded through HIPAA compliant recycling centers. We
encourage the use of email for daily reports, invoicing and other client
communication. Accounts Payable uses virtual file cabinets to store bills and
ACH is utilized for both the sending and receiving of payments. All hardware,
once decommissioned, is sent to environmentally sensitive recyclers. Weekly
recycling trips are made for office refuse. All non-essential office lightening is
turned off when not in use. CallNet is conveniently located near the city hybrid
bus route as well as the B-Line Trail (walking\bicycling) which extends 3.1 miles
throughout the city. Several of our agents prefer to use transportation other than
automobile for their daily commute. CallNet employs seasoned remote agents
which also limits gas and greenhouse emissions.
Page 10 of 14
H. Cost/Hours
Monthly cost based on average of 450 minutes of usage per week:
$1895.00 (includes 1800 minutes of agent time. Overcalls above 1800
minutes/month $.80/minute)
Setup Fee: $10,575 (Discounted setup fee of $.15/meter based on 70,500 meters
including OMS integration and Web Portal setup and access)
Fee Breakdown and optional services:
CallNet OMS-Alert: MultiSpeak compatible data interface from CallNet to utility OMS.
Setup fee and monthly fee included.
CallNet IVR-Alert: MultiSpeak compatible data interface from Utility OMS to CallNet.
Allows for the dispatch of outages generated by office staff, IVR, web interface, SMS or
other application(s).
$495 setup and $95/month.
CallNet Remote Reconnect: MultiSpeak compatible data interface from CallNet to
utility metering system which allows for the pinging or reconnection of disabled meter.
$495 setup and $95/month
CallNet Web Portal: Access to CallNet which allows outage/message access, ad-hoc
report generation, on call management, communication with dispatch.
Setup fee and monthly fee included.
Custom Greeting: Included a $.25/minute rate for customized call greeting that provides
personalized updates and consumer advisories. First 100 minutes of usage included in
monthly fee.
Data Archiving: Recording data greater than 90 days $10.00/monthly fee for each
subsequent 90 days
Call data greater than 36 months $10.00/monthly fee for each subsequent 12 months
Translation Lines: For languages other than English or Spanish: $2.00/minute of agent
time
Additional programming or custom reports: CallNet charges a fee of $75.00/hour for
custom applications (API), additional features or specialized reports not listed in this
proposal
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I. Firm Capability
1. Organization Chart:
Attached Exhibit C
2. CallNet Qualifications:
CallNet has serviced the utility industry since 1998. Our executive team
brings over 60 years of combined experience satisfying their unique needs.
CallNet has a presence in 40 states across the country. Our utility clients are
located in: Indiana, Illinois, Ohio, Michigan, Wisconsin, Minnesota,
Kentucky, Tennessee, Virginia, North Carolina, Georgia, California, Oregon
and Washington.
3. References:
City of Anaheim -Public Utilities
Anaheim, CA
Benjamin Aviles
Utilities Services Supervisor
(714)765-4677
baviles@anaheim.net
Customer since 2006
125,000 customers
Automated busy rollover plus after hour services
Capture electrical outages and general office messages
Payments via client web portal
Payment extension requests
Relay important use advisories to consumer
Triage Anaheim 311 – reporting department based
• Graffiti
• Yard and property maintenance
• Noise violations
• Rental housing assistance
• Building permits
• Large item removal
• Sidewalk/street repair
Anaheim self-dispatch
City of Springfield, TN – Springfield Electric
Timothy B. Winford
Senior Engineering Technician
Springfield, TN
615.384.6770 ext.115
twinford@springfield-electric.com
Customer since 2009
Page 12 of 14
8,200 customers
Provide after hour services
Capture issue for the following departments:
• Electric Department
o Consumer outage
o Traffic Light
o Security and street light
o Tree trimming
• Street department
• Water/sewer department
• Sanitation department
• Vehicle maintenance
Emergency locates
Pull utilities request
Reconnection of service
Dispatch appropriate crew based on department
Safety check
Emerald People’s Utility District
Eugene, Oregon
Alicia Burgess
Customer Service Supervisor
541-744-7418
alicia@epud.org
Customer since 2012
21,000 customers
Office meetings/closures and after hour services
Manages calls for weekly Friday office closures (office hours
Monday-Thursday)
Capture electrical outages, general office, new service requests,
requests for service disconnect, security lights, underground
locates
Reconnection of service
Dispatch union electric crews
Safety check
CallNet portal for report generation and on call changes
Kosciusko County REMC
Warsaw, Indiana
Kurt Carver
Manager of Engineering & Operations
574-267-6331
kcarver@kremc.com
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Customer since 2002
17,500 customers
Office meetings/closures and after hour services
Capture electrical outages and customer relayed meter readings
Reconnection of service
Manages remote reconnections for collard accounts
Payments via client web portal
Dispatch electric crews
Safety check
4. Copy of Client Satisfaction Survey:
Although we do not currently employ a client satisfaction survey, we do subscribe
to two Award of Excellence (AOE) programs administered by the Association of
TeleServices International (ATSI), and Canadian Call Management Association
(CAM-X) which are our trade organizations. We have participated and won the
ATSI Award of Excellence for the last thirteen years, and the CAM-X version for
the last six. Participating in these two contests reminds our CSRs to be their best
on every call, and gives us the ability to have an extra quality assurance
component. We are committed to these programs for our clients.
Page 14 of 14
EXHIBIT A
PROPOSAL ACKNOWLEDGEMENT
Consultant hereby acknowledges receipt of the City of Fort Collins Utilities’ Request for
Proposal and acknowledges that it has read and agrees to be fully bound by all of the
terms, conditions and other provisions set forth in the RFP. Additionally, the Consultant
hereby makes the following representations to Utilities:
a. All of the statements and representations made in this proposal are true to the
best of the Consultant’s knowledge and belief.
b. The Consultant has obtained all necessary authorizations and approvals that will
enable the Consultant to commit to the terms provided in this proposal.
c. This proposal is a firm and binding offer, for a period of 180 days from the date
hereof.
d. I further agree that the method of award is acceptable to my company.
e. I also agree to complete the proposed Agreements with the City of Fort Collins
within 30 days of notice of award.
f. If an Agreement is not completed and signed within 30 days, City reserves the
right to cancel and award to the next highest rated firm.
g. I acknowledge receipt of addenda.
Consultant Firm Name: CallNet Call Center Services, Inc
Physical Address: 555 N. Morton St., Bloomington, IN 47404
Remit to Address: PO Box 1345, Bloomington, IN 47402-1345
Phone: 812-355-8200 or 800-237-6602
Authorized Agent of Firm Name: Charles Webb
Signature of Authorized Agent: ____________________________________
Primary Contact for Project: Charles Webb
Title: President Email Address: cwebb@callnetservices.com
Phone: 812-355-8200 Cell Phone: 812-322-3883
Exhibit A
11/21/16 12:46PM Page 1 of 3
Call Summary
Call Net Call Center
Date
Call Date Range: 10/17/16 12:00 am -> 11/14/16 12:00 am
Account Name:
Account#:
In Calls
Count/Time
Aban-
donded
Calls
Out Calls
Count/Time
Patches
Count/Time
Avg Ring
Time
Avg Queue
Time
Work
Time
Messages
Saved Info Calls
Total Calls
Count/Time
Message
Insert API
Time Interval:
DAY
10/17/2016 5
16.4
1
6.2 0.0
12 0 0.0 0.5 4 1
10.3
6 18.3 14
10/18/2016 7
24.3
1
1.9 0.0
9 0 0.0 0.7 4 0
22.4
1 13.3 0
10/19/2016 3
2.9
0
1.1 0.0
4 0 0.0 0.0 0 2
1.8
1 0.6 0
10/20/2016 2
11.9
0
8.0 0.0
9 0 0.0 0.0 1 1
3.9
7 16.6 0
10/21/2016 36
64.0
11/21/16 12:46PM Page 2 of 3
Call Summary
Call Net Call Center
Date
Call Date Range: 10/17/16 12:00 am -> 11/14/16 12:00 am
Account Name:
Account#: 2791
Emerald People's Utility Dist
In Calls
Count/Time
Aban-
donded
Calls
Out Calls
Count/Time
Patches
Count/Time
Avg Ring
Time
Avg Queue
Time
Work
Time
Messages
Saved Info Calls
Total Calls
Count/Time
Message
Insert API
Time Interval:
DAY
10/30/2016 3
10.6
1
2.2 0.0
5 0 0.0 0.9 3 0
8.5
1 7.9 0
10/31/2016 6
16.0
0
6.5 0.0
11 0 0.0 0.0 4 1
9.6
5 3.1 0
11/1/2016 4
5.3
0
0.0 0.0
4 0 0.0 0.0 1 3
5.3
0 7.1 0
11/2/2016 4
10.3
2
2.4 0.0
8 0 0.0 0.3 1 2
7.9
2 4.2 0
11/3/2016 2
11/21/16 12:46PM Page 3 of 3
Call Summary
Call Net Call Center
Date
Call Date Range: 10/17/16 12:00 am -> 11/14/16 12:00 am
Account Name:
Account#: 2791
Emerald People's Utility Dist
In Calls
Count/Time
Aban-
donded
Calls
Out Calls
Count/Time
Patches
Count/Time
Avg Ring
Time
Avg Queue
Time
Work
Time
Messages
Saved Info Calls
Total Calls
Count/Time
Message
Insert API
Time Interval:
DAY
11/12/2016 7
32.5
1
11.4 0.0
17 0 0.3 1.0 6 3
21.2
9 6.9 1
11/13/2016 8
20.6
0
4.2 0.0
11 0 0.0 0.4 6 3
16.5
3 2.5 0
Totals for:
2791
284
662.2
19
124.0
0
0.0
135 134
0.0 0.3
400
538.3
97 264.8 22
11/21/16 12:57PM Page 1 of 1
Date
Call Date Range: 9/23/16 12:00 am -> 9/24/16 12:00 am
Time Interval
Answered
Offered
Average
Talk Time
Total
Aban-
doned
Calls
Percent
Aban-
doned
Account Range: -> 2791zzzz
DAY
Time Interval:
CallNet Call Center Services
Minimum Queue Time (seconds): GREATER_THAN_0
Percent
Answered ASA
Average
Aban-
doned
Q Time
12:00:00AM_TO_11:59:59P
Hour Of Day Range:
ASA and Abandoned Summary
Grand Totals:
00:00 - 24:00 Fri 250 17
267
9/23/2016 93.6 % 95 6.4 %
34 31
267 250 95 17 6.4 %
Grand Totals: 93.6 % 34 31
Notes:
All Times are in seconds.
Report includes Answered and Abandonded Inbound Calls for PInnacle accounts.
Report excludes Inbound Calls not associated with a PInnacle account.
Definition of Abandoned Call: "an Inbound Call that is not answered by an Agent".
Inbound Voice Mail Calls may show up on this report as Abandoned if Minimum Queue Time = "0_SECONDS".
Minimum Queue Time only applies to Abandoned Calls (Answered Calls are included regardless of Minimum Queue Time).
Exhibit B2
CallNet Call Center Services
>
President
VP Operations IT/Accounting
Manager
IT Staff Accounting staff
Sales
Manager
Customer Service
Manager
Quality Assurance
Manager
Training
Manager
Shift Dispatcher
Supervisor
Agent Agent Agent Agent
Indy
Manager
Executive Administrative Assistant
Agent Agent
Exhibit C
2.2
0
0.0 0.0
2 0 0.0 0.0 0 1
2.2
0 0.4 0
11/4/2016 52
141.9
2
28.3 0.0
68 0 0.0 0.5 28 26
113.6
14 34.8 0
11/5/2016 2
4.6
1
0.0 0.0
3 0 0.0 0.5 0 2
4.6
0 0.1 0
11/6/2016 2
4.0
0
0.0 0.0
2 0 0.0 0.4 0 2
4.0
0 0.0 0
11/7/2016 18
29.1
0
2.3 0.0
20 0 0.0 0.3 12 4
26.9
2 10.3 0
11/8/2016 7
13.0
0
1.9 0.0
8 0 0.0 0.0 1 2
11.1
1 14.2 7
11/9/2016 5
17.3
0
10.0 0.0
15 0 0.0 0.0 2 3
7.4
10 10.5 0
11/10/2016 2
3.2
0
0.0 0.0
2 0 0.0 0.4 0 1
3.2
0 4.9 0
11/11/2016 35
80.3
3
8.8 0.0
45 0 0.1 0.2 17 18
71.5
7 32.3 0
2
5.0 0.0
41 0 0.0 0.2 12 24
59.0
3 13.7 0
10/22/2016 5
15.2
0
6.4 0.0
11 0 0.0 1.0 2 2
8.8
6 6.1 0
10/23/2016 3
3.7
2
1.2 0.0
6 0 0.0 0.2 1 1
2.5
1 2.4 0
10/24/2016 7
11.2
0
2.0 0.0
9 0 0.0 0.1 3 4
9.2
2 7.9 0
10/25/2016 1
13.2
0
4.4 0.0
9 0 0.0 0.0 1 0
8.8
8 12.6 0
10/26/2016 3
3.1
1
0.0 0.0
4 0 0.0 0.1 0 3
3.1
0 3.0 0
10/27/2016 7
19.9
0
5.1 0.0
11 0 0.0 0.1 5 1
14.9
4 17.9 0
10/28/2016 41
68.2
2
0.0 0.0
43 0 0.0 0.2 14 23
68.2
0 3.8 0
10/29/2016 7
17.3
0
5.1 0.0
11 0 0.0 0.8 7 1
12.3
4 9.4 0
Exhibit B1