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(a) Each utility shall maintain adequate personnel and equipment to answer 90 percent of all calls directed to the toll operator within 10 seconds. The surveillance level is reached when answering an average of less than 85 percent of all calls directed to the toll operator within 10 seconds for each month of any consecutive three-month period. An equivalent answering time objective is an average answer time of 2.8 seconds in each month of any consecutive three-month period; and the surveillance level is when the average answer time is greater than four seconds.
(b) Directory assistance, intercept calls, and auxiliary services must have an answering time objective of 85 percent of calls answered within 10 seconds. Excessive answer times that adversely affect toll trunk usage indicate a need for corrective action by the utility.
(c) For purposes of this section, "answer" means that the operator or representative is ready to render assistance or ready to accept the information necessary to process the call. An acknowledgement that the customer is waiting on the line does not constitute an "answer."
(d) Each utility shall make answering time studies of its operator services, using recognized sampling techniques, to the extent and with the frequency necessary to determine compliance with this section. Monthly summaries of these studies, prepared with respect to each appropriate operator grouping, must be filed with the commission promptly after the end of each calendar quarter.
History: Eff. 1/5/79, Register 69
Authority: AS 42.05.141
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Last modified 7/05/2006