METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

Exhibit XI-2FE-PA CompaniesPercentage of Calls Answered Within 30 Seconds by Contact Center2006-20092006 2007 2008 2009Reading 87% 82% 86% 80%OSI/NCO 76% 69% 65% 71%Combined 85% 79% 81% 78%Source: Data Request No. CS-1Settlement Agreement. Performance goals should be set with contracted call centersas well, especially if they are the cause of too many calls not being answered within 30seconds.Staff’s Follow-up Recommendation – Strive to answer at least 80% of calls within30 seconds by fully leveraging the technology investments made at the ReadingContact Center.Prior Recommendation – Reduce the number of residential and small business billsnot rendered once every billing period. Steps should include: Develop reports thatidentify these accounts prior to the bills being mailed to allow the billing representativesto either issue field work orders to obtain meter readings or calculate bills based onestimated meter readings.Prior Situation – Compared to other Pennsylvania EDCs, the FE-PA Companies didnot rank favorably with regard to billing based on the PUC Customer ServicePerformance Report. The FE-PA Companies generally had a higher percentage ofresidential and small business bills that were not rendered once every billing period.The percentage of 2004 residential and small business bills not rendered once everybilling period for the FE-PA Companies and other Pennsylvania EDCs is shown inExhibit XI-3.- 75 -