52 Pa. Code § 63.59. Call answering measurements.

§ 63.59. Call answering measurements.

A jurisdictional telecommunications public utility shall take measures necessary and keep sufficient call answering records to monitor answering times for calls as follows:
   (1)  The percent of calls answered at each jurisdictional telecommunications public utility’s call center or business office, or both, within 30 seconds with the public utility representative ready to render assistance and to accept information necessary to process the call. An acknowledgment that the customer or applicant is waiting on the line does not constitute an answer. If the utility records data for more than one call center or business office, the utility should also record the combined percent of calls answered within 30 seconds for the public utility as a whole.
   (2)  The average busy-out rate for each call center or business office, or both. If the jurisdictional telecommunications public utility records data for more than one call center or business office, the utility should also record the combined busy-out rate for the utility as a whole.
   (3)  The call abandonment rate for each call center or business office, or both. If the jurisdictional telecommunications public utility records data for more than one call center or business office, the utility should also record the combined call abandonment rate for the utility as a whole.

Authority

   The provisions of this §  63.59 issued under the Public Utility Code, 66 Pa.C.S. § §  501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. §  3019(b)(2) and (3).

Source

   The provisions of this §  63.59 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246466).

Cross References

   This section cited in 52 Pa. Code §  63.54 (relating to record retention).

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