Telephones. The cable operator shall maintain local telephones and
access lines that are available 24 hours a day, seven days a week
for service/repair requests and billing inquiries. The grantee shall
have customer service technicians on call 24 hours a day, seven days
a week, including legal holidays, to respond to urgent and emergency
service and repair calls after hours. The grantee shall retain sufficient
customer service representatives and telephone line capacity to ensure
that all telephone calls, regardless of nature, are answered within
30 seconds or less, and that a transfer to a customer service agent
is completed within the subsequent 30 seconds. These standards shall
be met no less than 90% of the time, measured monthly. The percentage
of calls receiving busy signals shall not exceed 3% of the total telephone
monthly call volume. The call abandonment rate shall not exceed 3%
of the total telephone call volume. Reports of total calls received
each month, total busy signals per month and the connection time to
reach a CSR per month will be submitted to the Town Administrator
on a quarterly basis. All customer service representatives shall identify
themselves by name to callers immediately following the greeting during
each telephone contact with the public. Customer service telephone
numbers and hours of operation shall be printed prominently on all
billing statements.