HomeMy WebLinkAbout2nd Quarter Comcast Perf. Summary 2007Comcast
August 3, 2007
Sent Via US Mail
Ms. Lorrie 12empher
City of Auburn
25 West Main St
Auburn, ~'VA 98001
RE: Performance StuYUi~:iryReport - 2nd Q~~arter 2007
t;omrasl Gable
PQ Bnx 304?
Sude 20(i
Bothell 1'JA 98041-304
Dear Ms Rempher:
Enclosed please find the Perfonnance SwiuiLiryReport for 2nd Quarter 2007. If yvu have
any questions ahtntt this report, please contact me at (425) 471-5752.
Sincerely;
.~_
Ann Svenssai
Fruichise Contracts Administrator
C.()111~.11t - WA Market
Encl.
Cc: J:uiet L. Turpen, Comcast
Ken Rhoades, Comcast
Tern• Davis, Comcast
Michael Bradley, Bruiley & Guzetti
~omcast
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report'
Performance Standards Apr-07 May-07 Jun-07 2nd Quarter
90% of Calls Answered within 30 seconds 92.57% 84.34% 88.49% 88.33%
3% or less Bus Si nal
Number of Calls Received 664,907 679,731 727,383 2,072,021
Avera e S eed of Answer 0:19 0:38 0:38 0:31
Average Handle Time (Includes talk and
wra -u
5:08
5:36
5:34
5:26
Number of Calls Abandoned b Caller 7,499 16,428 16,995 40,922
7-day Installation
avers a da s out
5.31
5.49
5.94
5.58
Service Call Responsiveness
Washington Market
2nd Quarter 2007