20170801AVU to Staff 38.pdf

JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
AVU-E- r 7-0 l /AVU-G- l 7-01
IPUC
Production Request
Staff - 038
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
TELEPHONE: [phone]
REQUEST:
Please provide the service level for the customer service call center by month for each of the past
three years (2015, 2016, and YTD 2017). "Service level" is the percentage of calls answered
within a certain number of seconds, e.g.,80oh of calls answered within 20 seconds.
RESPONSE:
Service Level
lo/o of calls answered in 60
seconds)
2015 20L6 20L7
Jan 82.50/o 80.6%82.9%
Feb 83.8%83.7%81.0%
Mar 87.5%87/%8L.30/o
Apr 80.6%8t.o%80.3%
May 80.5%o 8L.O%8L.O%
Jun 8L.30/o 80.9%81.30/o
Jul 80.s%80.5%
Aug 80.s%87.2%
sep 80.2%87.6%
Oct 82.3%8L.6%
Nov 76.8%84.5%
Dec 79.9%83.t%
Please also see the Company's response to StaflPR_033 for the Company's perfornance
objectives for handling incoming calls.
:trq
s \-"!
Page I of I