HomeMy WebLinkAbout20160715AVU to Staff 52.docAVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION: IDAHO DATE PREPARED: 07/14/2016
CASE NO: AVU-E-16-03 WITNESS: Heather Rosentrater
REQUESTER: IPUC RESPONDER: Linda Gervais
TYPE: Production Request DEPARTMENT: State & Federal Regulation
REQUEST NO.: Staff - 052 TELEPHONE: (509) 495-4975
REQUEST:
Please provide the Company’s performance objectives for handling incoming calls. What steps does the Company take if it fails to meet its performance objectives for such calls?
RESPONSE:
Our objective for handling incoming calls is to answer 80% of calls within 60 seconds. This objective is known as our “service level” or “Grade of Service (GOS).” Since the beginning of 2013, the Company has met its GOS all but three months, which were due to major electric system outages.
On a daily basis we take necessary steps to meet our GOS, such as, moving customer service representatives from project work to answering incoming phone calls, moving support staff to answering incoming phone calls, and calling in additional representatives on their day off. In addition, we have five customer service representatives known as “Home Agents” that work from home and can be available quickly when additional staff are needed to handle spikes in incoming calls.
Longer term, we continually monitor staffing levels and forecasted call volumes to ensure we have adequate staffing to achieve our GOS. In addition, we continually look for ways to handle calls more efficiently and provide a variety of training to our representatives on a regular basis.
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