20160722AVU to Staff 59.doc

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION

JURISDICTION: IDAHO DATE PREPARED: 07/20/2016
CASE NO: AVU-E-16-03 WITNESS: Heather Rosentrater
REQUESTER: IPUC RESPONDER: Linda Gervais
TYPE: Production Request DEPARTMENT: State & Federal Regulation
REQUEST NO.: Staff - 059 TELEPHONE: [phone]

REQUEST:

Please provide the first call resolution rate by month from August 2015 to YTD 2016. “First call resolution rate” is the percentage of calls where the transaction, inquiry or complaint is resolved upon initial contact with the Company.

RESPONSE:

Avista does not track first call resolution for every customer phone call received. As part of the Company’s Voice of the Customer survey customers surveyed are asked the following question:

Using a scale of 1 to 4, where 1 means “very dissatisfied,” and 4 means “very satisfied,” how would you rate your satisfaction with the representative giving you all of the information you needed in one call?

The percentage of customers that respond very satisfied or satisfied is combined to obtain a first call resolution rate. Results of the Voice of the Customer survey are calculated monthly. The following table represents the first call resolution rate for 2015 through 2015 based on survey results.

First Call Resolution Rate Quarter 2015 2016 Q1 94% 92% Q2 94% 94% Q3 94% Q4 96% Year 94%

As mentioned above we do not rack first call resolution for every customer phone call received. As part of our Quality Assurance process we do randomly evaluate a portion of our calls for each of our Call Center Representatives. During the period from 8/1/15 - 7/11/16 there were 1,446 evaluations that could have qualified for achieving First Call Resolution. Of those 98.9% met this First Call Resolution criteria.

Month Year Percentage Evaluations August 2015 98% 98 September 2015 99% 279 October 2015 99% 150 November 2015 99% 166 December 2015 99% 176 January 2016 97% 145 February 2016 99% 172 March 2016 99% 267 April 2016 99% 166 May 2016 100% 202 June 2016 99% 282 July 2016 100% 13

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