N.M. Admin. Code § 17.11.22.20

Current through Register Vol. 35, No. 23, December 10, 2024

Section 17.11.22.20 - TIMELY RESPONSE BY CUSTOMER SERVICE REPRESENTATIVES

A. Standards. An ILEC's business and repair offices shall answer calls within an average of thirty-five (35) seconds. If a carrier uses an automated response system, the system shall transfer calls to a customer service representative within an average of thirty-five (35) seconds of the customer's selection or within forty (40) seconds if the customer does not make a selection. An ILEC shall ensure that no more than one (1) percent of calls to its business offices reach a busy signal and that no more than one (1) percent of calls to its repair offices reach a busy signal.

B. Reports. An ILEC shall file an exception report within thirty (30) calendar days of the end of any month in which it failed to meet any of the standards set forth in Subsection A of this section. The report shall identify each offending business office and repair office, the percent of calls answered, the percent of calls reaching a busy signal, the reason for failure to meet the respective standard, the remedial action taken by the ILEC, and any known results of that remedial action.

17.11.22.20 NMAC - Rp, 17.11.22.20 NMAC, 2-1-06