CCP 09-20-1999 - Laserfiche WebLink

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.. v Coralie A. Wilson September 1, 1999 Page 2 . Second, it is important to note that all data we have provided to you to date, including the data enclosed with this letter, is raw data that does not measure or relate directly to the compliance standards set forth in the FCC's rules. The FCC rules set a standard to be met 90% of the time, during normal operating conditions, (which is a defined term) measured quarterly. Under the rules, normal operating conditions do not include conditions which are not within the control of MediaOne. As examples, the rules identify such occurrences as power outages, telephone network outages, and severe or unusual weather conditions. Once a determination is made as to when the system is operating under normal operating conditions, the FCC standard is to be met at least 90 percent of the time, measured on a quarterly basis, As you know, cable operators are generally not required to perform surveys or generate statistics to specifically measure compliance, with the FCC standards and MediaOne does not generally perform such time-consuming surveys and measurements, Rather, we use and routinely have been providing to you unadjusted data and other internal benchmarks to measure performance and trends. In any compliance hearing, of course, the report we have been providing would not be the appropriate reports. Rather, we would have to go through the labor-intensive process of calculating and measuring compliance with the FCC's standards and measurements. . Enclosed with this letter are an outlin" nf nur call cflntflr action plnn and four graphs that indicate the substantial improvement and direction of our call center performance in August. As we discussed last week, the major objectives of our action plan are: (1) to reduce the unusually high volume of calls we are experiencing in our call center; (2) 10 improve the technology used to process calls, (3) to increase the staffing in our call center; and (4) to improve the productivity of our call center personnel. The attached action plan lists some of the steps we are taking to pursue these four objectives. While it is important to note that the data is not adjusted for FCC measurements and it should not be used to form conclusions as to compliance with any particular FCC standard, it does clearly demonstrate that our action plan is resulting in significant improvement in the performance of our call center. As we indicated previously, we set high standards for ourselves for customer service. We continue to believe that we will be operating at a level that our customers have been accustomed to by the end of October, Once we have completed the calculation and survey of FCC standards, should that exercise be requested, we believe we will certainly be in compliance with applicable standards, . Finall ,we discussed last week acknow edge t e ro ms experienced b so of our customers r centl , The Commission discussed taking a step such as a free Pay Per View movie coupon at its August meeting, J/je propose to offer customers a choice of a pay-per- -