Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
PSD for GSM: 5sec
The call set up time comprises the
post-selection delay
(authentication, transfer of
routing number, paging) and the
synchronization delays of the
interworking elements of the
network.
5
Proportion of calls, which once
they have been correctly
established and therefore have an
assigned traffic channel, are
dropped or interrupted prior to
their normal completion by the
user, the cause of the early
termination being with the
operator’s network.
6
Billing complaints resolution
effective the date from complaint
reporting
7
Customer help lines
Customer complaints
Dropped Call Ratio
Percentage of successfully
established calls that are dropped.
The average target value for
Probability of unsuccessful land
cellular handing over
(ITU-T Rec. E.771).
< 3%
5*10-3
(Measurement to be made as per
ETSI EG 202 057-3)
Billing Complaints
Billing complaints per 100 bills
issued;
< 0.1%
Percentage of billing complaints
resolved within 4 weeks;
100%
Period of all refunds or payment
due to customers from the date of
resolution of complaints.
< 30 days
Customer Care Services
Call centre answer success rate;
≥ 98%
Customer care line accessible
through other networks;
≥1
Average waiting time before a
customer is attended by a call
centre operator;
≤ 5 minutes
Number of complaints per day
related to any of: one-way/twoway loss of audio, Cross-talk,
Call misdirection (to wrong
number), and Voice Quality;
≤ 50
Number of complaints per day in
respect
of
network-related
blocking of incoming /outgoing
calls/SMS;
≤5
14