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Comcast Cable
Ccomcastc.) 15815 25th Ave West
Lynnwood,WA 98087
May 22, 2012
Sent Via Certified US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Telephone Performance Report—April 2012
Dear Ms. Jacober:
In the telephone performance report that was recently sent to you for First Quarter 2012,
Comcast failed to meet the standard of 90% of the calls answered within 30 seconds during first
quarter, 2012. Enclosed you will find Comcast's April 2012 report demonstrating a telephone
answering level of 97.80%, curing the first quarter miss in accordance with FCC and Franchise
requirements.
If you have any questions regarding these reports, please contact me at (425) 741-5752 or Terry
Davis at(253) 288-7496.
Sincerely,
Ann Svensson
Franchise Contracts Administrator
Comcast WA Market
Enlc.
Cc: Janet L. Turpen, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
co m ca st PERFORMANCE STANDARDS SUMMARY
Everett,Lynnwood and Fife Call Centers Combined Report*
SEATTLE REGION REPORTING
Performance Standards Apr-12 May-12 Jun-12 2nd Quarter
90%of Calls Answered within 30 seconds 97.80% 97.80%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 511,347 1 51 1,347
Average Speed of Answer 0:30 0:30
Average Handle Time (Includes talk and wrap-
up) 6:06 6:06
Number of Calls Abandoned by Caller 870 870
7-day Installation
(average days out 3.79 3.79
Service Call Responsiveness
no picture resolved in 24 hours 72.7% 72.7%
Service Call Responsiveness
We always provide same day service appointments, however, customers often call from work, or will
not be available later in the day, and request appointments beyond our first available appointment.
Confidential and Proprietary Not for Public Record Apr- 2012