|
Monthly Grade of Service
The number of calls answered within 30 seconds.
|
Month and Year
|
Percentage
|
| April 2013 |
67% |
| March 2013 |
88% |
| February 2013 |
81% |
| January 2013 |
91% |
| December 2012 |
94% |
| November 2012 |
79% |
| October 2012 |
89% |
| September 2012 |
89% |
| August 2012 |
89% |
| July 2012 |
81% |
| June 2012 |
74% |
| May 2012 |
70% |
| April 2012 |
58% |
|
|
Total Calls Answered per Month
The total number of calls answered in PGW's Call Center.
|
Month and Year
|
Number of Calls
|
| April 2013 |
120,988 |
| March 2013 |
91,157 |
| February 2013 |
88,929 |
| January 2013 |
89,123 |
| December 2012 |
77,494 |
| November 2012 |
99,848 |
| October 2012 |
98,839 |
| September 2012 |
76,565 |
| August 2012 |
89,055 |
| July 2012 |
82,458 |
| June 2012 |
85,294 |
| May 2012 |
90,631 |
| April, 2012 |
89,113 |
|
Average Speed of Answer in Seconds
The amount of time in seconds that a customer is in
the queue before a Customer Service Representative
answers the call.
|
Month and Year
|
Seconds
|
| April 2013 |
189 |
| March 2013 |
43 |
| February 2013 |
94 |
| January 2013 |
22 |
| December 2012 |
18 |
| November 2012 |
83 |
| October 2012 |
23 |
| September 2012 |
26 |
| August 2012 |
27 |
| July 2012 |
74 |
| June 2012 |
90 |
| May 2012 |
127 |
| April 2012 |
291 |
|
|
Percentage of Calls Abandoned
The percent of calls that come into the Call Center
that are unanswered.
|
Month and Year
|
Percentage
|
| April 2013 |
12% |
| March 2013 |
3% |
| February 2013 |
7% |
| January 2013 |
2% |
| December 2012 |
1% |
| November 2012 |
8% |
| October 2012 |
3% |
| September 2012 |
4% |
| August 2012 |
4% |
| July 2012 |
6% |
| June 2012 |
7% |
| May 2012 |
8% |
| April 2012 |
19% |
|