Section 407-320-7 - CUSTOMER SERVICE METRICSA.Utility Call Response Metrics1. Each Investor-Owned T&D Utility shall collect and maintain the following annual Call answering metrics. For the purpose of this section a "live person" is someone working for or on behalf of the utility who is qualified to assist the customer in the subject area of the metric.2. The benchmark for each metric in this subsection is 80% of Calls answered by a live person in thirty (30) seconds or less. Compliance with the benchmark for these metrics shall be calculated excluding major event days.B.Call Abandonment Rate1. Each Investor-Owned T&D Utility shall collect and maintain annual Call abandonment data for the purpose of this metric. A call is considered "abandoned" if the caller hangs up after the Call is received by the utility's IVR system (or other automated call answering system) and after the customer makes a choice to speak with a live person. The "call abandonment rate" is calculated by the following formula: Click here to view Image
2. The benchmark for this metric is 7% and shall be calculated excluding major event days.C. Blocked Call Rate1. Each Investor-Owned T&D Utility shall collect and maintain annual blocked Call data for the purposes of this metric. A Call is considered "blocked" if the caller receives a busy signal, automated message asking to call back later, or the Call is terminated by the system prior to the Call reaching the utility's IVR (or other automatic call distribution system). A busy signal condition is only recognized under this subsection if all phone line trunks into the utility's telephone phone system are being utilized. The "blocked call rate" is calculated by the following formula: Click here to view Image
2. The benchmark for this metric is 3% and shall be calculated excluding major event days.65- 407 C.M.R. ch. 320, § 7