20170801AVU to Staff 36.pdf

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JUzuSDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E- 1 7-0 1 /AVU-G- l 7-0 1
IPUC
Production Request
Staff - 036
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
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 (2015,2016, and YTD 2017). "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:
Abandoned Calls
2015 2076 2017
Jan 7,548 2,022 1,,701
Feb 1,292 1,651 1,774
Mar 1,385 1,726 1,905
Apr 1,357 1,662 2,!31"
May 1,559 1,968 7,802
Jun L,736 L,744 1,846
Jul 1_,612 1,599
Aug 2,133 2,182
sep 1,999 2,209
Oct 1,,580 1,506
Nov 4,294 1,221
Dec 2,547 1,617
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