❓ Hon Peter Foss asks about Western Power's call centre procedures during blackouts and brownouts, requesting procedure manuals and call statistics. The Minister provides a detailed response outlining procedures, extracts from the 'Knowledge Base', and comprehensive call statistics from late 2003 to early 2004.
AnsweredQoN 1877Legislative Council
QuestionView source ↗
(1) What are the Western Power Call Centre procedures in the event of Black outs and Brown Outs?
(2) Is there a procedure manual for each of these events and if so will you please table it?
(3) Does the call centre keep statistics?
(4) If so, can you please table the all statistics recorded since November 30 2003?
(2) Is there a procedure manual for each of these events and if so will you please table it?
(3) Does the call centre keep statistics?
(4) If so, can you please table the all statistics recorded since November 30 2003?
AnswerView source ↗
Answered
11 May 2004
Responded by
Minister for Local Government and Regional Development representing the Minister for Energy
Response time
41 days
(1) The Call Centre follows standard fault management processes in the event of Blackout or Brown out events. These processes are listed in the Call Centre ‘Knowledge Base’ and apply here with respect to people management, operational processes and technology management. The process is followed during both normal business and after hours.
The process is summarized as follows:
·
Customer Service Representative (CSR) answers customer call.
·
Customer details are requested and accessed on the Western Power Customer Information System.
·
Customer is requested to check their fuses to ascertain if the fault is an isolated issue.
·
Customer informed if the problem affecting their property might be due to a network problem.
·
Fault job is created on the Western Power fault system (TCMS).
·
Customer is advised that their problem has been reported and will be investigated as soon as possible.
·
Call is closed.
(2) Yes. Western Power has a database that is available to call centre staff called the ‘Knowledge Base’. As this database is very extensive only relevant extracts of the Knowledge Base are attached.
(3) Yes. The Call Centre keep statistics relating to customer contacts on the residential, business, and fault queues. Statistics are also maintained to measure individual and team performance relating to CSR’s.
(4) Below are the statistical data for incoming calls from November 30, 2003 until April 5, 2004.
Residential Queue
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
% of Calls returned from IVR
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
452,032
35,611
416,421
301,228
115,193
28
16
87.8
Business Queue
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
30,903
2,877
28,026
28,026
14
83.1
Fault Queue
Incoming Calls
*Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
302,784
13,934
288,850
74,661
214,189
42
84.4
Call Centre Combined Queues
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
785,719
52,422
733,297
403,915
329,382
22
86.5
Credit Card Payments
Self Service Only
Grade Of Service (Calls answered within 30 secs)
495,704
100
Combined Grade Of Service
Calls Offered
Calls Handled
Calls Abandoned %
Grade Of Service (Calls answered within 30 secs)
1,281,423
1,229,001
4.1
92.2
Incoming Calls
: the calls offered to the Call Centre.
Abandoned Calls
: calls that have been terminated by the caller after 7 seconds before being answered.
*Abandoned Calls:
(Faults Only) includes caller hang-ups after hearing regional fault message. Usually higher as customers are satisfied after hearing regional fault message.
Speed Of Answer
: average time customer waits in queue before being answered.
Grade Of Service
: the percentage of calls answered within 30 seconds.
The process is summarized as follows:
·
Customer Service Representative (CSR) answers customer call.
·
Customer details are requested and accessed on the Western Power Customer Information System.
·
Customer is requested to check their fuses to ascertain if the fault is an isolated issue.
·
Customer informed if the problem affecting their property might be due to a network problem.
·
Fault job is created on the Western Power fault system (TCMS).
·
Customer is advised that their problem has been reported and will be investigated as soon as possible.
·
Call is closed.
(2) Yes. Western Power has a database that is available to call centre staff called the ‘Knowledge Base’. As this database is very extensive only relevant extracts of the Knowledge Base are attached.
(3) Yes. The Call Centre keep statistics relating to customer contacts on the residential, business, and fault queues. Statistics are also maintained to measure individual and team performance relating to CSR’s.
(4) Below are the statistical data for incoming calls from November 30, 2003 until April 5, 2004.
Residential Queue
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
% of Calls returned from IVR
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
452,032
35,611
416,421
301,228
115,193
28
16
87.8
Business Queue
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
30,903
2,877
28,026
28,026
14
83.1
Fault Queue
Incoming Calls
*Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
302,784
13,934
288,850
74,661
214,189
42
84.4
Call Centre Combined Queues
Incoming Calls
Abandoned Calls
Total Calls Answered
Calls answered by Customer Representatives
Calls answered through Self Service (IVR)
Speed Of Answer (in seconds)
Grade Of Service (Calls answered within 30 secs)
785,719
52,422
733,297
403,915
329,382
22
86.5
Credit Card Payments
Self Service Only
Grade Of Service (Calls answered within 30 secs)
495,704
100
Combined Grade Of Service
Calls Offered
Calls Handled
Calls Abandoned %
Grade Of Service (Calls answered within 30 secs)
1,281,423
1,229,001
4.1
92.2
Incoming Calls
: the calls offered to the Call Centre.
Abandoned Calls
: calls that have been terminated by the caller after 7 seconds before being answered.
*Abandoned Calls:
(Faults Only) includes caller hang-ups after hearing regional fault message. Usually higher as customers are satisfied after hearing regional fault message.
Speed Of Answer
: average time customer waits in queue before being answered.
Grade Of Service
: the percentage of calls answered within 30 seconds.
Explore WA Government Data
Search the full archive in the free dashboard, or query programmatically via API.
Explore more
Government Gazette
Appointments, regulatory notices, planning changes.
Hansard
Debates, questions, speeches and sentiment.
Tabled Papers
Reports and documents tabled in Parliament.
Committees
Committee profiles and recent reports.
Regulations
Subsidiary legislation with filters and summaries.
Bills
Proposed laws and parliamentary progress.
Acts
Current WA legislation and summaries.
Explanatory Memoranda
Bills with EMs (text/PDF) available.
Members
MP profiles, party breakdown and rankings.
Pollie Rankings
Data-driven rankings across 19 categories.
Amendment Chains
Track how schemes and regulations evolve over time.