N.J. Admin. Code § 14:18-7.6

Current through Register Vol. 56, No. 21, November 4, 2024

Section 14:18-7.6 - Telephone system information

(a) When a cable television operator has failed to demonstrate compliance with the provisions of N.J.A.C. 14:18-7.8, the Board or Board staff may request, in writing, that the following information concerning the operation of the cable television company's telephone system be filed with the Office of Cable Television:

1. The location of each office at which telephone calls from customers and the general public are normally received and the number of customers served by the office;

2. The days of the week and the hours in which an office is open to conduct business with the public and receive telephone calls;

3. The telephone numbers by which customers may call the cable television operator;

4. The method by which customers are informed of the telephone number(s) used to contact the cable television operator;

5. The total number of customer service representatives (CSRs) normally available to answer calls. If CSRs are segregated by department, the total number of CSRs available for each department;

6. If the assignment of CSRs varies by hour, day or other time period, the cable television operator shall describe the variation in the assignment;

7. A brief description of the initial and ongoing training provided to the CSRs;

8. A brief description of the billing cycle including dates on which bills are mailed;

9. Whether the CSRs have access to computer terminals for billing or service information and, if so, a brief description of the information available to the CSR;

10. Whether the telephone system serving the office has automated call distribution capability for the entire office or for specific departments. If so, the cable television operator shall supply a brief description on the method of call distribution;

11. Whether the telephone system places incoming calls in queue, and the maximum number of callers that can be placed in queue;

12. Whether the telephone system has an Automated Response Unit (ARU) and a description of the routing options available to callers through the ARU;

13. Whether the telephone system provides recorded messages to callers and a description of the messages provided;

14. Whether telephone answering machines or devices are used, the hours which they are used, the departments in which they are used and the time it takes, typically, on average, and in the worst case to return the call to the customer; and

15. The name and address of the answering service, if used, and the hours in which the service is used. Also, indicate whether the answering service receives all incoming calls or specific departments.

N.J. Admin. Code § 14:18-7.6

Amended by 46 N.J.R. 2165(a), effective 11/3/2014.

Amended by 54 N.J.R. 630(a), effective 4/4/2022