20160715AVU to Staff 55.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 - 055 TELEPHONE: [phone]

REQUEST:

Please provide the service level for the customer service call center by month from August 2015 to YTD 2016. “Service level” is the percentage of calls answered within a certain number of seconds, e.g., 80% of calls answered within 20 seconds.

RESPONSE:

Service Level (% of calls answered in 60 seconds)   2015 2016 Jan 82.5% 80.6% Feb 83.8% 83.7% Mar 81.5% 81.4% Apr 80.6% 81.0% May 80.5% 81.0% Jun 81.3% 80.9% Jul 80.5%   Aug 80.5%   Sep 80.2%   Oct 82.3%   Nov 76.8%   Dec 79.9%  
Please also see Staff_PR_052 for the Company’s performance objectives for handling incoming calls.

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