03/26/2015

Cellullar Quality

 

 

This page: Quality indicators of cellular operators by the General Plan of Quality Goals (PGMQ) from SMP. Monthly follow up of the percentage of quality goals attended by the operators. Claims of Anatel's attendance center.


Quality Targets Accomplished by Operators

 

Operator 2012 2013 2014
Vivo 77.2% 72.9% 71.4%
Tim 64.8% 71.1% 66.4%
Claro 63.2% 65.9% 70.7%
Oi 62.0% 64.4% 65.4%
Algar 73.9% 72.0% 82.8%
Nextel - 73.0% 70.5%
Sercomtel 99.2% 100.0% 100.0%

 

 

 

Quality Targets Accomplished by Operators (Annual)

 

Operator
2007
2008
2009
2010
2011
Tim 93.7% 91.6% 96.9% 99.4% 99.8%
Vivo
96.7% 99.5% 99.7% 99.6% 99.5%
Claro 96.2% 98.0% 92.3% 98.2% 92.1%
Oi
- - 87.3% 80.9% 85.4%
Sercomtel 92.4% 95.1% 95.5% 100.0% 100.0%
CTBC 97.6% 93.4% 95.1% 95.3% 99.1%
Aeiou - - 80.3% 71.2% -
Brazil 96.7% 96.9% 96.6% 96.8% 96.9%

 

 

It is considered as goals of quality to be attended by the Operator: the total gotten adding the goals to be attended by each provider that compose the operator. Those 8 operators are composed by 54 providers.

 

 

 

The folowing table presents the Operators that not reached the goals in Apr/12.

 

Quality Indicators (April/12) Goals Number of operators Which didn't reach the goals*
SMP1

Complaint rate

<1% 7
SMP2

Claims rate (covering and voice channel per 1000 accesses)

<4% 0
SMP3*

Rate of Completed Calls to Attendance Centers

>98% 7
SMP4*

Rate of Attendance (Telephone attendant/ attendant in Self Attendance Systems)

>95% 10
SMP5*

Rate of Originated Completed Calls

>67% 0
SMP6*

Rate of Center Calls

>95% 1
SMP7*

Rate of not completed Calls

<2% 0
SMP8

Rate of User Answer

>95% 3
SMP9

Rate of Information asked

>95% 0
SMP10

Rate of Personal Attendance

>95% 0
SMP11

Rate of Relative Attendance to accounts per 1000 emitted accounts

< 5% 0
SMP12

Rate of Recovering (fails/defects)

>95% 1

* considers that the operator didn't reach the indicator for one of the 3 PMM (Major Moviment Period). It doesn't include goals in any of the cases.

 

The operators are having difficulty in:

  • The Tax of Completed Calls to Attendance Centers ( SMP3)
  • Tax of Personal Attendance to User (SMP10);
  • Tax of Originated Completed Calls(SMP5);
  • Tax of Answer for User (SMP8).

 

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