HomeMy WebLinkAboutComcast 3rd quarter perf. sum.2006
@omcast~
RECEIVED
NOV - 2 2006
Corneas! Cab Ie
P.O. Box 3042
Bo!hell, WA 98041
October 27,2006
CITY OF AUBURN
PUBUC WORKS DEPT
Sent Via US Mail
Mr. Dennis Seley
City Engineer
City of Auburn
25 West Main St
Auburn, W A 98001
RE: Performance Swnmary Repon - 3rd Quaner 2006
Dear Mr. Seley:
Enclosed please find the Performance Summary Repon for 3rd Quaner 2006. If you have
any questions about this repon, please contact me at (425) 398-6051.
Since~eJy, I)
L h~tc ~~
Ann Svensson
Franchise Contracts Administrator
Comcast - W A Market
Encl.
Cc: Janet L. T wpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Danielle Daskam, City of Auburn
@omcast
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report.
Performance Standards Jul-06 Aug-06 Sep-06 3rd QTR
90% of Calls Answered within 30 seconds 88.26% 88.57% 93.08% 90.03%
3% or less Busy Signal 0.7% 1.1% 1.3% 1.0%
Number of Calls Received 647,120 670,656 640,654 1,958,430
- -
Averaae Speed of Answer 0:43 0:32 0:32 0:35
Average Handle Time (Includes talk and
wrap-up) 5:18 5:18 5:09 5:16
Number of Calls Abandoned bv Caller 17,682 12,933 8,263 38,878
7-day Installation 9.1 8.3 8 8.5
'averaae days out) days days days davs
Service Call Responsiveness 79% 83% 82% 81%
(no picture resolved in 24 hours)