telecommunications _kpi library

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					Objective   Call Center
  KPI




Objective   Customer Satisfaction
  KPI




Objective   Systems and Network
  KPI




Objective   Quality
  KPI


Objective   Compliance
  KPI




Objective   Coverage
  KPI
Objective   Revenue
  KPI
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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posted:10/26/2011
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