7 Questions
What is the scope of Tech Mahindra's services for UPS customers?
Handling and resolving inbound and outbound calls and inquiries
Which languages will Tech Mahindra's services be offered in for UPS customers?
English, Spanish, Italian, and German
What is the accuracy rating that Tech Mahindra is expected to maintain for UPS customers?
97%
How often will KPI targets be published for Tech Mahindra's services for UPS customers?
Weekly
What is the required technology uptime for Tech Mahindra's services for UPS customers?
99%
Which of the following services is excluded from the scope of Tech Mahindra's services for UPS customers?
Billing
When can additional hours be required for Tech Mahindra's services for UPS customers?
During peak seasons
Study Notes
- The Delivery Plan specifies requirements for a quality management system to consistently provide services and improve customer satisfaction.
- Tech Mahindra will provide Data Key Entry & Back Office service for UPS customers.
- The services will be offered in English, Spanish, Italian, and German, and will be available 24/7.
- The scope includes handling and resolving inbound and outbound calls and inquiries.
- Tech Mahindra will maintain pre-determined quality standards and KPIs, including a 97% accuracy rating.
- KPI targets may be subject to review/improvement and will be published on a daily/weekly/monthly basis.
- Technology uptime should be >99%.
- No changes to performance standards will be effective unless agreed upon in writing by both parties.
- Billing, customer service, and sales are excluded from the scope.
- Additional hours may be required during peak seasons.
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