20170801AVU to Staff 34.pdf

JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
AVU-E- I 7-0 l /AVU-G- I 7-0 I
IPUC
Production Request
Staff - 034
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
TELEPHONE: (s09) 49s-2782
REQUEST:
What steps does the Company take if it fails to meet its performance objectives?
RESPONSE:
On a daily basis we take necessary steps to meet our Grade of Service (GOS), such as, moving
customer service representatives from project work to answering incoming phone calls, moving
support staff to answering incoming phone calls, and calling in additional representatives not
scheduled to work that day. In addition, we have five customer service representatives known as
"Home Agents" that work from home and can be available quickly when additional staff are
needed to handle high volume calls.
Longer term, we continually monitor staffing levels and forecasted call volumes to ensure we have
adequate staffing to achieve our GOS. In addition, we continually look for ways to handle calls
more efficiently and provide a variety of training to our representatives on a regular basis.
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