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Amend Amendment No. 49 by McCall to CSHB 2292 by adding the
following appropriately numbered item to the amendment and
renumbering subsequent items of the amendment accordingly:
( ) On page 63, between lines 10 and 11, insert the
following:
(c) The commission shall develop consumer service and
performance standards for the operation of a call center required
by this section. The standards shall address a call center's:
(1) ability to serve its consumers in a timely manner,
including consideration of the consumers' ability to access the
call center, whether the call center has toll-free telephone
access, the average amount of time a consumer spends on hold, the
frequency of call transfers, whether a consumer is able to
communicate with a live person at the call center, and whether the
call center makes mail correspondence available;
(2) staff, including employee courtesy, friendliness,
training, and knowledge about the programs listed under Section
531.008 (c); and
(3) complaint handling procedures, including the level
of difficulty involved in filing a complaint and whether the call
center's complaint responses are timely.
(d) The commission shall make available to the public the
standards developed under Subsection (c).
(e) The commission shall develop:
(1) mechanisms for measuring consumer service
satisfaction; and
(2) performance measures to evaluate whether the call
center meets the standards developed under Subsection (c).
(f) The commission may inspect a call center and analyze its
consumer service performance through use of a consumer service
evaluator who poses as a consumer of the call center.