Since July this year, more stricter measures of phone operators would come in force.
The measure comes after that on last January 10, National Telecommunications Council (Conatel for its Spanish acronym) defined various settings for these indicators. Such adjustments aim to improve the quality of telephone services.
- Customer relationship. Previously, the minimum qualification was three out of five. Now, companies must reach 3.5.
- Percentage of general claims. Before the indicator was 1.5% of total claims paid. Today should be maximum 1%.
- Average complaint resolution time. You could take 168 hours. Now they must do it in no more than 120 hours.
- Timeout response from human operator. It could take 30 seconds in 85 % of cases. Now is 20 seconds in 85%.
- Claims in billing and debit cards. 0.5 % of all subscribers was permitted. Is maintained, but with more frequent reviews.
- Calls successfully established. Previously, the minimum allowed was 95 % of all calls. Now, the new standard fixed 96%.
- Call setup time. Minimum 12 seconds were allowed for 95% of calls. Now 12 seconds in 96%.
- Dropped calls. Between 2 and 7% of the total calls, depending on the type of base radio. Now only 2% for 2G and 3G.
- Coverage areas. Before, urban: Minimum 95 % of the territory, rural roads: minimum 90 %. Now 95 % for urban and rural.
- Quality conversation. Before, MOS (range to define the good voice quality) was minimum 3. Now this indicator rose to 3.5.
- Successfully sent messages. Before 95% of the total messages were successfully sent. Now, the updated index rose to 98%.
- Delivery time of short messages. Previously, the minimum shipping time was 30 seconds. Now, it was reduced to 20 seconds.