Local Happenings Tagged: customer service

The NOC, OTELCO Network Operations Center Report

OTELCO Network Operations Center Manager, Stacey Brouse reports that the NOC had a very busy year in 2014.  NOC-1 in Bangor is responsible for answering all incoming calls from our customers 24/7 every day of the year. With some staff reduction, the NOC made adjustments to maintain the best possible level of service. In spite of the changes, the NOC finished the year at an 82 percent answer rate. Stacey reports that it’s simply not… Read more »

OTELCO Service Response Exceeds PUC Benchmark

The Maine Public Utilities Commission (PUC) requires quarterly reporting from telecommunication companies that includes a category called  “Percentage of Network Troubles Not Resolved Within 24 Hours” and represents the percentage of network-related service troubles reported to the service provider that were not cleared within 24 hours. PUC has set a benchmark goal of 12.35% in this category meaning that 87.65% of network troubles should be resolved within 24 hours. The OTELCO companies, Mid Maine Communications,… Read more »