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AT&T Broadband&Internet Services
3737 West Tenth Street
Greeley,CO 80634-1818
970 356-1079
FAX 970 353-4363
January 31, 2000
TO: Weld County
FROM: Mary Mitchell, Office Manager
AT&T Cable Service
RE: Quarterly Customer Service Report—4th Quarter 1999
This is the Customer Service Report for the 4th quarter of 1999 as required by the
franchise agreement.
Highlights of this quarter include:
The lengthy process of the merger of Tele-Communications, Inc, with AT&T
took a more public profile in September 1999. In Greeley, TCI Cablevision of
Colorado, now AT&T Broadband and Internet Services, began answering
phones as AT&T Cable Service. AT&T Broadband and Internet Services
remains committed to excellence in customer service and we are taking strides
to ensure it continues.
7 Perhaps, the most significant enhancement to customer service during the 4th
quarter was the ability to turn all after hour calls to the AT&T Call Center in
Denver. As of October 11, 1999, all calls after normal working hours to our
local numbers are handled by AT&T personnel.
Included in this packet are a welcome kit and customer statement which are
referenced in section 2, Communications Between AT&T Cable Service And Cable
Customers.
If there are any questions or comments, please do not hesitate to call me at
356-1076
Mary Mitchell, Office Manager
AT&T Cable Services
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AT&T Broadband&Internet Services
3737 West Tenth Street
Customer Service Standards Greeley,CO 80634-1818
Quarterly Report to Franchising Authorities 970 356-1079
4th Quarter 1999 FAX 970 353-4363
The following information is prepared as responses for sections in the Cable
Television Franchise Agreement, Attachment C, Customer Service Standards.
1) Cable system office hours and telephone availability-
As of October 11, 1999, AT&T Cable Service customers are assisted by AT&T
personnel 24 hours a day, 7 days a week
Office hours are Monday—Friday, 8 am to 6 PM and Saturday, 9 am to 5 PM.
During office hours, phone calls and local Customer Service Representatives assist walk-
in customers.
After normal working hours, all telephone calls to our local numbers are
automatically directed via a state of the art phone switching system to the AT&T Call
Center in Denver. All after hours calls are answered by a specially trained group of
AT&T Customer service experts who have access to account information that allows
them to assist customers with repair problems, billing or account questions, and ordering
information. Most inquiries are handled immediately. For emergency repair, call center
personnel are able to contact our stand-by technicians for resolution. For non-emergency
situations, calls are forwarded to our office for response the next business day.
The Lucent phone switch installed mid-1999 allows us to measure and track
phone calls to insure adherence to standards set forth in the franchise agreement.
4th Quarter 1999
GOAL OCTOBER NOVEMBER DECEMBER
Total Incoming Calls 8494 5891 7568
Calls Answered in 30 seconds 90% 95% 93% 94%
Avg. speed of answer : 05 : 06 : 05
%Of Time All Trunks Busy 3% 3% 2% 2%
Average Hold Time : 30 : 31 : 38 : 39
The main office at 3737 W. 10th Street, Greeley, is open for customer traffic Monday
through Saturday as mentioned previously. Payments can be mailed to the lock box
address as shown on the statement or made in the office during business hours or in the
secure payment slot outside near the front entrance.
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Payment drop boxes are maintained at Toddy's Supermarket in Greeley and in
Steele's Market in Windsor. Payments at both facilities are picked up by AT&T
personnel every business day and processed with business that day.
2. Installation, outages and service calls
Standard installations are completed within the required seven-day window.
Appointment windows are in two-hour blocks during normal business hours. Service
interruptions are handled the same day if possible, especially when the customer is
experiencing a"no picture" situation. Service calls are handled within a 24-hour
window unless the customer requests otherwise. Our `On-Time guarantee' insures
customers a$20.00 refund if our technicians are late for an appointment or miss an
appointment. Appointments are not canceled by AT&T Cable Service. If a
scheduled technician is not available, work is routed to other personnel and the
appointment is kept. In the event that a technician is running late, customers are
contacted and arrangements are made to fit the customers needs. Again, the `on-time
guarantee' is applied when appropriate.
Quarterly recap of service calls for 4th quarter 1999:
October November December
Video @Home Video @Home Video @Home]
611 36 482 43 348 33
Total service calls 647 525 381
Total number of customers 24901 25812 25424
(Includes all franchise areas)
Percentage 2.20% 1.79% 1.31%
2) Communications between AT&T Cable Service and cable customers:
Each new customer receives a"welcome kit' either at the time the order is taken
in the office or at the install. The information is also available for current customers and
will be mailed upon request.
AT&T Cable Service endeavors to adhere to the notification guidelines as stated
in section 2 whenever possible. Local franchise authorities are notified 60 days in
advance in writing and/or through personal contact with an AT&T Cable Service
representative. Customers are notified the required 30 days in advance via coverage on
local cable channels, through radio or print media, direct mail pieces and/or statement
messages or inserts.
A copy of a customer statement is included in this packet. AT&T advocates
solving customer concerns, including billing disputes and credits, at the time of first
contact. Trained representatives are capable of explaining the billing procedures and
making adjustments or credits immediately. Written complaints are responded to upon
receipt via phone when possible and/or through correspondence. Refunds are processed
and checks generated through our corporate office in Denver and sent directly to the
customer.
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AT&T Cable Service agrees with and adheres to the statement of equal
opportunity as well as other applicable federal, state and local laws and regulations.
AT&T Cable Service technicians constantly monitor and maintain the cable plant
to FCC Standards in order to swiftly correct malfunctions. Technicians are in constant
radio communication with dispatch during normal working hours. After hours, a team of
stand-by technicians carry pagers and cellular phones in order to service emergency
problems reported through the AT&T Denver Call Center.
Service calls are responded to within 24 hours unless other arrangements are
made for the customers' request. Planned interruptions of service for maintenance,
repair, etc. are made "at times which least affect typical subscriber television viewing
habits."
Customer complaints are resolved in the most expedient and customer friendly
way possible. AT&T Cable Service Customer Service personnel and technicians are
empowered to resolve issues immediately. Customers with complaints are assisted
immediately or passed on to the appropriate supervisor or manager for resolution. Credit
for service not restored within eight hours is available upon request and readily given in
the amount of 1/30th the monthly charge for each service unavailable.
The AT&T Customer Service Philosophy is
to treat each customer as our only customer.
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