Section 1220-04-02-.36 - OPERATOR HANDLED CALLS(1) All operator-handled calls shall be carefully supervised. Calls requiring timing shall be carefully timed.(2) Each utility shall maintain adequate personnel to provide an average operator answering performance as follows on a monthly basis: (a) Ninety percent (90%) of toll and assistance operator calls answered within ten (10) seconds (equivalent measurements may be used).1. Surveillance Level - Answering time of less than eighty-seven percent (87%) of calls within ten (10) seconds (or equivalent measurement) on a continuing basis indicates a need for investigative or corrective action.(b) Eighty-five percent (85%) of calls to Directory Assistance answered within ten (10) seconds (equivalent measurement may be used).(c) Surveillance Level - Answering time within ten (10) seconds (equivalent measurement may be used) on less than seventy-eight percent (78%) of calls to Directory Assistance on a continuing basis indicates a need for investigative or corrective action.(3) An "answer" shall mean that the operator is ready to render assistance and/or ready to accept information necessary to process the call. An acknowledgment that the customer is waiting on the line shall not constitute an answer.Tenn. Comp. R. & Regs. 1220-04-02-.36
Original rule filed February 2, 1976; effective March 3, 1976.Authority: T.C.A. § 65-2-102.