20160715AVU to Staff 54.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 - 054 TELEPHONE: [phone]

REQUEST:

Please provide the average speed of answer for the customer service call center by month from August 2015 to YTD 2016. “Average speed of answer” is the interval (typically measured in seconds) between when a call reaches the Company’s incoming telephone system and when the call is picked up by a customer service representative.

RESPONSE:

Average Speed of Answer (seconds)   2015 2016 Jan 29 35 Feb 27 28 Mar 29 31 Apr 32 31 May 32 32 Jun 30 31 Jul 31   Aug 31   Sep 37   Oct 29   Nov 46   Dec 41  

Page 1 of 1