20170801AVU to Staff 42.pdf

JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
AVU-E- 1 7-0 I /AVU-G -r7 -01
IPUC
Production Request
Staff - 042
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
TELEPHONE: (509) 49s-2782
REQUEST:
P1ease provide the first call resolution rate by month for each of the past three years (2015,2076,
and YTD 2017). "First call resolution rate" is the percentage of calls where the transaction,
inquiry or complaint is resolved upon initial contact with the Company.
RESPONSE:
Although Avista does not track first call resolution for every customer phone call received, as part
of the Company's Voice of the Customer survey customers surveyed are asked the following
question:
Using a scale of I to 4, where I means "very dissatisfied," and 4 means "very satisfied,"
how would you rate your satisfaction with the representative giving you all of the
information you needed in one call?
The percentage of customers that respond very satisfied or satisfied is combined to obtain a first
call resolution rate. Results of the Voice of the Customer survey are calculated monthly. The
following table represents the first call resolution rate for 2015 through Q2 2017 based on survey
results.
First Call Resolution Rate
Quarter 2015 2016 2017
Ql 94%92%94%
Q2 94%94%93Yo
Q3 94%92%
Q4 96%92%
Year 94%93%93%
As part of our Quality Assurance process we do randomly evaluate a portion of our calls for each
of our Call Center Representatives. During the period from 8/1/15 - 6130117 there were 5,243
evaluations that could have qualified for achieving First Call Resolution. Of those 97.3% met this
First Call Resolution criteria.
Month Year Percentage Evaluations
August 2015 98%lr0
September 2015 99%293
October 2015 99%168
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Page I of2
November 20t5 99%185
December 2015 99%204
January 20r6 97%157
February 2016 98%213
March 2016 99%301
April 2016 93%177
May 2016 t00%209
June 2016 98%290
July 2016 97%206
August 20t6 98%257
September 2016 96%2s2
October 20r6 9s%
November 20t6 96%
December 2016 97%292
January 94%187
February 94%195
March 2017 96%368
April 2017 93%t92
May 20r7 96%293
June 20r7 95%2t3
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