A licensee shall provide efficient customer service to subscribers over the telephone and, at a minimum, meet the standards set forth below:
(A) Licensee shall have a publicly listed, local or toll-free telephone number, for the purpose of receiving inquiries regarding new service or terminating service, disconnection or reconnection of service during or after vacation, handling converters, paying bills, receiving complaints, scheduling service calls or repairs, making changes in type of programming, and providing information to subscribers on a 24 hours a day, 7 days a week basis.
(B) Trained licensee representatives will be available to respond to subscriber telephone inquiries 24 hours a day, 7 days a week.
(C) Under normal operating conditions, the time taken for a live licensee representative to answer the telephone and speak directly with a subscriber, including wait time, shall not exceed 30 seconds after the connection is made. If the call needs to be transferred, transfer time shall not exceed 30 seconds. These standards shall be met no less than 90% of the time under normal operating conditions, measured on a quarterly basis. No caller should be left on hold more than 60 seconds without being informed of the status of the call.
(D) Under normal operating conditions, the subscribers will receive a busy signal less than 3% of the time.
(E) Licensee shall provide reasonable methodology to measure compliance with the telephone answering standards.
(Ord. 16-825, passed 9-13-2016)