20170801AVU to Staff 37.pdf

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E- I 7-0 I /AVU-G- I 7-0 1
IPUC
Production Request
Staff - 037
DATE PREPARED
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
0712612017
Kevin Christie
Shawn Bonfield
State & Federal Regulation
(s09) 49s-2782
REQUEST:
Please provide the average speed of answer for the customer service call center by month for each
of the past three years (2015,2016, and YTD 2017). o'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)
2015 2076 2077
Jan 29 35 29
Feb 27 28 31
Mar 29 31 32
Apr 32 31 37
May 32 32 30
Jun 30 31 32
Jul 31 32
AUB 31 35
sep 37 32
Oct 29 30
Nov 46 26
Dec 47 29
::4--T_F
Cf
t.,r-,i-n
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