20160715AVU to Staff 53.doc

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION

JURISDICTION: IDAHO DATE PREPARED: 07/15/2016
CASE NO: AVU-E-16-03 WITNESS: Heather Rosentrater
REQUESTER: IPUC RESPONDER: Linda Gervais
TYPE: Production Request DEPARTMENT: State & Federal Regulation
REQUEST NO.: Staff - 053 TELEPHONE: [phone]

REQUEST:

Please provide the number of abandoned calls to the customer service call center by month from August 2015 to YTD 2016. “Abandoned calls” are calls that reach the Company’s incoming telephone system, but the calling party terminates the call before speaking with a customer service representative.

RESPONSE:

Abandoned Calls   2015 2016 Jan 1,548 2,022 Feb 1,292 1,651 Mar 1,385 1,726 Apr 1,357 1,662 May 1,559 1,968 Jun 1,736 1,744 Jul 1,612   Aug 2,133   Sep 1,999   Oct 1,580   Nov 4,294   Dec 2,547  

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