20150909AVU to Staff 104.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 - 104 TELEPHONE: [phone]

REQUEST:

Please provide the average speed of answer for the customer service call center by month for each of the past three years (2013, 2014 and YTD 2015). “Average speed of answer” is the interval (typically measured in seconds) between when a call reaches the Company’s incoming telephone system and when the call is picked up by a customer service representative.

RESPONSE:

Average Speed of Answer (seconds)   2013 2014 2015 Jan 24 28 29 Feb 26 30 27 Mar 29 26 29 Apr 27 24 32 May 32 28 32 Jun 30 32 30 Jul 30 35 31 Aug 36 56 31 Sep 31 27   Oct 26 31   Nov 27 27   Dec 29 27