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 good enough and that the goal is to reach 90 to 92 percent.

2014 by the Numbers

41,479

Total Calls Received

34,003

Total Calls Answered

82

Percentage of Call Answered

20,023

Total Service Orders Received

4,105

Number of calls handled by the 2014 NOC-1 call champion Paul Cain