What services does Camp Margaritaville's Services Call Center provide?

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Attachment C

Call Center Reservation Services Agreement

CALL CENTER RESERVATION SERVICES ADDENDUM

A. Definitions.

The terms of the CRS Terms of Use are made a part hereof and deemed incorporated herein by reference. Capitalized terms used but not defined here shall have the meaning ascribed to them in the CRS Terms of Use.

B. Services.

• 1. Margaritaville agrees to provide services and sales support related to in-bound telephone resort reservations ("Services Call Center") for Customer's Property under these Call Center Terms of Use. Margaritaville may provide such Call Center Services, from time to time in its discretion, through an affiliate or third-party supplier (a "Third-Party Call Center Provider"). The Third-Party Call Center Provider may provide Call Center Services directly to Customer, on behalf of Margaritaville, in accordance with the terms and conditions herein.
  • 1. Such Call Center Services shall include the following:
    • (a) to establish and maintain exclusive local toll-free number(s) for Customer for making overnight accommodation reservations at the Property. The number(s) will connect callers to the call center. Such numbers should be for the exclusive purpose and use by callers for making reservations at Customer's Property. The Call Center Services shall be provided 24 x 7 during the term of these Call Center Reservations Services Terms of Use ("Call Center Terms of Use").
    • (b) to provide sufficient agents at the call center and ensure that:
      • (i) the agent(s) shall be fluent in the languages specified on Attachment 1;
      • (ii) all calls will be answered with the standard greetings of Customer in the language specified by Customer as listed on Attachment 1.
    • (c) after the first ninety (90) days following commencement of Call Center Services, to use reasonable efforts to achieve a monthly call response time of no less than 75% of the calls received to be answered within 20 seconds of the call having been routed to the appropriate agent. The Service Level Agreement set forth at Attachment 2 shall govern Margaritaville's and the Third-Party Call Center Provider's service level commitment;
    • (d) to record all necessary information from callers to the toll-free numbers ("Callers") for overnight accommodations reservations ("Reservation Information"), and to transmit the Reservation Information to the Property;
    • (e) to use the CR System for recordation of reservation information;
    • (f) to use commercially reasonable efforts to convert calls to the toll- free numbers into booked reservations;

• (g) to provide a billing report to Customer showing information for the Property stating the following in relation to each toll-free number:

  • (i) the total number of Callers;
  • (ii) the total number of overnight accommodation reservations made;
  • (iii) the total number of cancellations;
  • (iv) the average time required to answer calls;
  • (v) the number of abandoned calls; and
  • (vi) average length of calls;

• (h) to provide or make available to Customer online access for the purpose of monitoring utilization of the Call Center Services and phone lines, and use of the CR System;

• (i) to bill Customer separately for all local and long- distance fees that are billed to Margaritaville for Customer's phone lines, if applicable;

• (j) to issue a monthly invoice to the Customer on or before the 20th day of the next calendar month to which the invoice relates.

• 1. Customer agrees that, during the Term, Margaritaville (including any Third-Party Call Center Provider) will serve as exclusive third-party provider of call center reservation services for the Customer's Property. The Parties may agree to add languages, toll free numbers and/or Properties as mutually agreed to by the parties.

Source: Item 23 — RECEIPTS (FDD pages 72–406)