Rules & Regulations of the State of Tennessee
Title 1220 - Tennessee Public Utility Commission
Subtitle 1220-04 - Division of Public Utilities
Chapter 1220-04-02 - Regulations for Telephone Companies
Section 1220-04-02-.36 - OPERATOR HANDLED CALLS
Universal Citation: TN Comp Rules and Regs 1220-04-02-.36
Current through September 24, 2024
(1) All operator-handled calls shall be carefully supervised. Calls requiring timing shall be carefully timed.
(2) Each utility shall maintain adequate personnel to provide an average operator answering performance as follows on a monthly basis:
(a) Ninety percent (90%) of toll and
assistance operator calls answered within ten (10) seconds (equivalent
measurements may be used).
1. Surveillance
Level - Answering time of less than eighty-seven percent (87%) of calls within
ten (10) seconds (or equivalent measurement) on a continuing basis indicates a
need for investigative or corrective action.
(b) Eighty-five percent (85%) of calls to
Directory Assistance answered within ten (10) seconds (equivalent measurement
may be used).
(c) Surveillance
Level - Answering time within ten (10) seconds (equivalent measurement may be
used) on less than seventy-eight percent (78%) of calls to Directory Assistance
on a continuing basis indicates a need for investigative or corrective
action.
(3) An "answer" shall mean that the operator is ready to render assistance and/or ready to accept information necessary to process the call. An acknowledgment that the customer is waiting on the line shall not constitute an answer.
Authority: T.C.A. § 65-2-102.
Disclaimer: These regulations may not be the most recent version. Tennessee may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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