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  • Telecommunications KP I

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    FFARAL
    42 vues2 pages
    This document outlines key performance indicators (KPIs) for various objectives of Tarasol Telecom. The objectives covered include call center performance, customer satisfaction, systems and network quality, quality measures, compliance, coverage, and revenue generation. KPIs listed measure metrics such as call wait times, customer satisfaction survey scores, system availability, reliability, coverage percentages, and revenue per subscriber. The KPIs will help Tarasol Telecom evaluate success in meeting its telecommunications objectives.

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    KPI

    Titre original

    Telecommunications Kp i

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    This document outlines key performance indicators (KPIs) for various objectives of Tarasol Telecom. The objectives covered include call center performance, customer satisfaction, systems and network quality, quality measures, compliance, coverage, and revenue generation. KPIs listed measure metrics such as call wait times, customer satisfaction survey scores, system availability, reliability, coverage percentages, and revenue per subscriber. The KPIs will help Tarasol Telecom evaluate success in meeting its telecommunications objectives.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    42 vues2 pages

    Telecommunications KP I

    Transféré par

    FFARAL
    This document outlines key performance indicators (KPIs) for various objectives of Tarasol Telecom. The objectives covered include call center performance, customer satisfaction, systems and network quality, quality measures, compliance, coverage, and revenue generation. KPIs listed measure metrics such as call wait times, customer satisfaction survey scores, system availability, reliability, coverage percentages, and revenue per subscriber. The KPIs will help Tarasol Telecom evaluate success in meeting its telecommunications objectives.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 2

    Telecommunications - KPIs

    Tarasol Telecom - Fadi Zaid Alkilani 2012


    Objective
    KPI

    Call Center

    Objective
    KPI

    Customer Satisfaction

    Objective
    KPI

    Systems and Network

    Objective
    KPI

    Quality

    Objective
    KPI

    Compliance

    Objective
    KPI

    Coverage

    Objective
    KPI

    Revenue

    Wait times
    Average speed of answer
    Call volume
    Number of complaints received
    Revenue per call
    Average quality of calls
    Number of call transfers
    Average call length
    Number of one call resolutions
    Abandon rates
    Customer satisfaction
    Number of calls answered within ten seconds

    Average score from external surveys


    Average score from internal surveys
    Average score from call monitoring
    Total number of complaints
    Total number of unresolved issues
    Number of responses generated

    Availability
    Grade of service
    Service life of equipment
    Bit error ratio (data, bits and elements transfer)
    Bit rate (data, bits and elements transfer)
    Downtime
    Call completion ratio
    Cost of support systems
    Cost of operational systems

    Mean Opinion Score


    Service

    Service connection
    Timeframes repairs and installations
    Reliability
    New service connections

    % of land covered with services


    % of population covered with services
    Average land unavailable to services
    Average population unavailable to services
    Access to customer service

    Average revenue per user (ARPU)


    Prepaid ARPU
    ARPU from contracts
    Revenue per voice-minute
    % of non-voice revenue
    Average revenue realization (ARR)
    Minutes of usage (MoU) per subscriber

    Average revenue per employee (ARPE)


    Average revenue per subscriber (ARPS)

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