20160715AVU to Staff 58.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 - 058 TELEPHONE: [phone]

REQUEST:

Please provide the average handling time by month from August 2015 to YTD 2016. “Average handling time” is the average amount of time (usually expressed in minutes) it takes for a customer service representative to talk with a customer plus any additional “off-line” time it takes to complete the transaction or fully resolve the customer’s issue(s).

RESPONSE:

Average Handle Time (Min:Sec)   2015 2016 Jan 5:58 7:18 Feb 7:49 7:15 Mar 7:23 6:43 Apr 7:28 6:29 May 6:58 6:16 Jun 7:06 6:19 Jul 6:57   Aug 7:07   Sep 7:08   Oct 6:52   Nov 6:08   Dec 6:48  

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