20150909AVU to Staff 103.doc

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION

JURISDICTION: IDAHO DATE PREPARED: 09/01/2015
CASE NO.: AVU-E-15-05/AVU-G-15-01 WITNESS: Don Kopczynski
REQUESTER: IPUC RESPONDER: William Ozminkowski
TYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Staff - 103 TELEPHONE: [phone]

REQUEST:

Please provide the number of abandoned calls to the customer service call center by month for each of the past three years (2013, 2014 and YTD 2015). “Abandoned calls” are calls that reach the Company’s incoming telephone system, but the calling party terminates the call before speaking with a customer service representative.

RESPONSE:

Abandon Calls   2013 2014 2015 Jan 1,106 1,503 1,548 Feb 1,060 1,495 1,292 Mar 1,379 1,329 1,385 Apr 1,199 1,216 1,357 May 1,466 1,258 1,559 Jun 1,273 1,636 1,736 Jul 1,245 1,948 1,612 Aug 1,862 3,820 2,133 Sep 1,354 1,156   Oct 1,188 1,476   Nov 1,281 1,176   Dec 1,510 1,311