New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 11 - TELECOMMUNICATIONS
Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS
Section 17.11.24.17 - TIMELY RESPONSE BY CUSTOMER SERVICE REPRESENTATIVES
Current through Register Vol. 35, No. 18, September 24, 2024
A. Standards. A LILEC's business and repair offices shall answer calls within an average of 35 seconds. If a carrier uses an automated response system, the system shall transfer calls to a customer service representative within an average of 35 seconds of the customer's selection to speak with a customer service representative or within 40 seconds if the customer does not make a selection. A LILEC shall ensure that no more than one percent of calls to its business offices reach a busy signal and that no more than one percent of calls to its repair offices reach a busy signal.
B. Reports. A LILEC shall file an exception report within 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 LILEC, and any known results of that remedial action.
