| |
| Monthly Grade of
Service - the number of calls answered within 30 seconds |
| Month & Year |
Percentage |
| June 2008 |
61% |
| May 2008 |
41% |
| April 2008 |
25% |
| March 2008 |
46% |
| February 2008 |
56% |
| January 2008 |
87% |
| December 2007 |
81% |
| November 2007 |
37% |
| October 2007 |
54% |
| September 2007 |
38% |
| August 2007 |
32% |
| July 2007 |
24% |
| June 2007 |
32% |
| |
| Total Calls Answered
Per Month - The total number of calls answered in PGW's
Call Center |
| Month
& Year |
Number of Calls |
| June 2008 |
105,064 |
| May 2008 |
111,498 |
| April 2008 |
129,502 |
| March 2008 |
127,140 |
| February 2008 |
126,295 |
| January 2008 |
116,750 |
| December 2007 |
102,291 |
| November 2007 |
135,521 |
| October 2007 |
131,184 |
| September 2007 |
96,788 |
| August 2007 |
111,672 |
| July 2007 |
108,147 |
| June 2007 |
92,990 |
| |
|
| Average Speed of
Answer in Seconds - The amount of time (in seconds)
a customer is in the queue before a Customer Service
Representative answers the call. |
| Month
& Year |
Seconds |
| June 2008 |
83 |
| May 2008 |
192 |
| April 2008 |
406 |
| March 2008 |
171 |
| February 2008 |
130 |
| January 2008 |
16 |
| December 2007 |
32 |
| November 2007 |
224 |
| October 2007 |
93 |
| September 2007 |
173 |
| August 2007 |
245 |
| July 2007 |
385 |
| June 2007 |
196 |
| |
|
| Percentage of Calls
Abandoned - The percent of calls that come into the
Call Center that are unanswered. |
| Month & Year |
Percentage |
| June 2008 |
7% |
| May 2008 |
16% |
| April 2008 |
30% |
| March 2008 |
14% |
| February 2008 |
11% |
| January 2008 |
2% |
| December 2007 |
3% |
| November 2007 |
20% |
| October 2007 |
8% |
| September 2007 |
17% |
| August 2007 |
18% |
| July 2007 |
26% |
| June 2007 |
16% |
|
|
