03/10/2010

Fixed Telephony Quality

In this page: Index for Attendance Performance (IDA) to customers considering the requests sent to Anatel's Attendance Center.


New index to measure the quality in the user attendance

Anatel adopted on January 3rd, 2009, this new model in order to measure performance. The operators start with 100 points and lose points according to deviations in relation to its performance targets. The index considers the operator's capacity to attend demands in a five days dead line. The better the performance is, the higher is the index.

 

 

Performance in the Fixed Telephony Attendance (January/10)

 

The following presents the performance ranking in users attendance.

 

Group Mar/09 Jun/09 Sep/09 Dec/09 Jan/10
Vivo
93.40
100.00
98.200
96.850
98.550
CTBC
85.20
84.98
100.000
97.750
94.450
TIM
81.72
88.33
92.200
92.150
92.300
Claro
77.87
84.38
89.250
93.950
90.350
Sercomtel
90.00
92.86
92.308
93.056
85.714
Oi
60.69
58.33
75.779
83.556
83.098
AEIOU
57.20
63.79
100.000
100.000
80.500
Brasil Telecom
54.56
59.46
67.526
80.333
78.125
Telemig
-
-
-
-
-
Amazônia
-
-
-
-
-

* Data incorporated by Oi.

 

 

Targets

 

  Historical Average Target
Index of complaint 0.320/1000 accesses 0.200/1000 accesses
Recidivism 12% 10%
Pendency 3% 2%
Solved in the term 78% 82%

 

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Themes 2009
Mobile
Fixed
General
Latin America
Teleco World
US & Canada
Europe
Asia & Oceania
Africa

 

 

 

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