(a) Required. The franchisee shall maintain and organize statistics on a quarterly basis for all telephone calls received in each month, whether the calls are received directly by the franchisee or by an answering service. The statistics shall address telephone answer time, including wait time; telephone transfer time; percentage of customers receiving a busy signal; and response time by trained customer service representatives to telephone inquiries received after normal business hours. The statistics shall be in a form sufficient to enable the County to determine whether the standards specified in this article are being met.
(b) Submission to County. Unless the franchise agreement or applicable law requires that the telephone statistics be provided more often, a franchisee shall submit the statistics in a report to the Information Technology Officer by the tenth day of the month after each calendar quarter, beginning six months after the franchisee first begins to provide cable service in the County. The report shall show the statistics for each month in the three-month period, plus quarterly totals. If a franchise agreement or applicable law requires that these statistics be provided more often than once in each quarter, they shall be provided as specified in the franchise agreement or other applicable law.
(Bill No. 54-06)