Needs Improvement

Monthly Average Hold Time

Target

The Target is to have customers wait no longer than 60 seconds before a customer service representative answers the phone.

Analysis

Hold times can vary due to both internal and external factors.  Internal factors can include staffing availability and equipment failure; and external factors can include inclement weather, holiday schedules, water disconnections for non-payment and overall complexity of caller issues.

Next Steps

Hold times can vary due to both internal and external factors.  Internal factors can include staffing availability and equipment failure; and external factors can include inclement weather, holiday schedules, water disconnections for non-payment and overall complexity of caller issues.

Status Indicators: On Target On Target | Close to Target Close to Target | Needs Improvement Needs Improvement | Target Pending Target Pending