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<br />. <br /> <br />. <br /> <br />. <br /> <br />. <br /> <br />~~ <br />q( ?D11i <br /> <br />MedJaOne <br />Law & Public Policy Departmenl <br />10 River Plaza <br />St. Paul, Minnesota 55107 <br /> <br />Telephone: 651.312.5280 <br />Facsimile: 651.312.5288 <br /> <br />MediaOne <br /> <br />David G. Seykora <br />Vice President - Law & Public Policy <br /> <br />ThiJ i..s Brnadba.nd. Thil. i.J th~ way. <br /> <br />HAND DELIVERED <br /> <br />September 1, 1999 <br /> <br />Coralie A. Wilson <br />North Suburban Access Corporation <br />& North Suburban Cable Commission <br />950 Woodhill Drive <br />Roseville, MN 55113 <br /> <br />Dear Ms, Wilson: <br /> <br />I am writing this letter in follow-up to our meeting with you and Mr. <br />Creighton on August 26, 1999 at which time we discussed the status of our call <br />center action plan, We discussed the data you would like to see demonstrating <br />the progress we are making in implementing our action plan. <br /> <br />With this letter, we are enclosing the supplemental information we <br />discussed at out meeting last week. As a preliminary matter, I would like to note <br />two matters, <br /> <br />First, I would like to correct some data previously provided to you. In <br />compiling data from multiple sources, we made a computation error. The video <br />we showed indicated that the number of calls taken in June was about 320,000. <br />The total should have been 271,937. This volume of calls still exceeds any prior <br />month by a wide margin. The average hold time for customers connecting to a <br />CCP in St. Paul we reported in our August 4, 1999 letter should also be <br />corrected to read as follows: <br /> <br />Month Averaqe Hold Time <br />April 142 seconds> <br />May 158 seconds <br />June 182 seconds <br />. July 227 seCOndS) " <br /> <br />This data also shows the same trend line as the data previously provided to you, <br />