trai audit
TRANSCRIPT
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SIGNATURE
SIGNATURE
SR. NO.
EMERGENCY
NO (100, 101,
102, 139,
others
MORNING
TIME
(10:00-13:00)
MORNING TIME
(10:00-13:00)
MORNING TIME
(10:00-13:00)
EVENING TIME
(15:00-17:00)
EVENING TIME
(15:00-17:00)
EVENING
TIME
(15:00-17:00)
1234567
89
10111213
TUV SUD South Asia Pvt Ltd
LEVEL 1 LIVE CALLINGOPERATOR:
SDCA LOCATION
DATE:
BASIC SERVICE PROVIDER
PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL
CONTACT PERSON
TEST CARRIED OUT BY:
TYPE
141516171819202122232425
Note: Test calls will be made from all the levels working in a particular SDCA (Short Distance Charging Area) visited.(150 calls perlicence service area per service per Quarter)
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OPERATOR:
CELL MOBILE OPERATOR -CELL MOBILE OPERATOR: 11:00-14:00 25 CALLS A-B16:00-19:00 25 CALLS A-B
BASIC OPERATOR-BASIC OPERATOR: 10:00-13:00 50 CALLS A-B15:00-17:00 50 CALLS A-B
CELL MOBILE OPERATOR-BASIC OPERATOR 11:00-13:00 25 CALLS A-B16:00-17:00 25 CALLS A-B
OPERATOR A:
TYPE:
CELL/BASI
C Ph No:
OPERATOR B:
TYPE:
CELL/BASI
C Ph No:
DATE: TEST CARRIED OUT BPUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL
CALL NO
A-B
MORNING
A-B
MORNING
A-B
EVENING
A-B
EVENING
12
TUV SUD SOUTH ASIA PVT LTD
INTER-OPERATOR CALL ASSESSMENT
3456789
10
111213141516171819202122232425
% Congection =
Auditor Name Contact Person
Signature Signature
**A sample of 2 X 50 test calls per service provider within the licensed service area shall be made at different point of timeto the free test numbers of another service provider
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B) Metering & Billing Credibility / Performance-Pre Paid (Benchmark: Not more than 1 complaint per1000 customers i.e. 0.1 % complaints for metering, Charging, Credit and Validity)
Month
Total No. of Pre-
paid customers at
the end of the
month (A)
Total No. of
complaints relatingto charging, Credit
and Validity during
a month
Pre-paid Charging Complaints(%) = B/A*100 Remarks
Oct-13
Nov-13
Dec-13
QuarterlyAverage
Sample Verification
Customer Details Date resolved Date of Resolution Days taken for resolution
Live Check
Customer Tel Complain No Observation
Note:100 Nos. of service complaints/ requests and 100 Nos. of billing related complaints shall be taken up by
the auditor for verifying their redressal as per the record of the service provider.
*Attach a separate sheet if it is required.
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C) Resolution of Billing/Charging Complaints and Period of applying credit/Waiver/Adjustment tocustomers account from the date of resolution of complaints (Benchmark: Resolution100 % within 4 week
and Credit/Waiver within one week of resolution)
Month
No. of
Billing/Charging/Cr
edit/ValidityComplaints
received during the
month (A)
No. of billingcomplaints for Postpaidcustomers/Charging/Credit/Validitycomplaints for pre-paid customersresolved within 4weeks during themonth.(B)
% of billingcomplaints (for postpaid customer) /Charging/Credit/Validity (for Pre paidcustomer) resolvedwithin 4 weeks=(B/A*100)
Period of applyingcredit/Waiver/Adjustment to customersaccount from the dateof resolution ofcomplaints
Oct-13
Nov-13
Dec-13
Quarterly
Average
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QOS AUDIT OF EXCHANGE FOR BASIC SERVICES (WIRELINE)
Telecom Circle QuarterService Provider Name Exchange Type
Address Rural / Urban
Capacity Date of Audit
Contact Person Name,
Designation & Contact
details.
Signature
Auditor name & Contact
details
Signature
A) Fault Incidences
A B TUV Result Remarks
Month No. Of
Subscribers
No. of Faults No. of Faults / 100 Subscribers per month
(B/A) x100
Benchmark: 5%
Oct-13
Nov-13
Dec-13
Quarterly
Average
Live Check (10% or 100 per service provider per license service area, whichever is less)Customer Tel Complain No Observation
*Attach a separate sheet if it is required.
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B) Faults Repair/Restoration:
A B C D E F
Month No. ofFaultsReceived
% of fault repairby next workingday(Urban
Area)
% of faultrepairWithin 3
days (Urban
Area)
% of faultrepair by nextworking
day(Rural &
hilly Area)
% of faultrepairWithin 5
days(Rural
& hillyArea)
**Mean time tRepair(MTTR)
Benchmark:90% Benchmark:100%
Benchmark:90%
Benchmark:100%
Benchmark: 8Hrs
Oct-13
Nov-13
Dec-13
QuarterlyAverage
Note:Auditor shall take the details of no. of faults repaired by next working day and Within 3 days to calculatethe data in percentage as per above table.
** MTTR Measurement:
1. Sum of duration of each repair time in hrs for all the fault incidences in a month/Total No. of faultincidences in a month.
2. For counting the duration of repair time, only working hrs. shall be counted. The duration shall be fromthe time of the compliant till the time of repair of the fault, excluding non working hrs. e.g. in case a
fault is reported at 3:30 PM on Monday, a working day, and the fault is rectified at 12:30 PM onTuesday, the duration for repair will be 7 hrs. Where working hrs 8AM to 6PM is followed.
3. In case where customer complain data is computerized and it is possible to collect the realtime data, please take the same directly.
Live Check (10% or 100 per service provider per license service area, whichever is less)Customer Tel Complain No Observation
*Attach a separate sheet if it is required.
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C) Rent Rebate
A B C Remarks
Month No. of Fault pending > 3 days & 7 days &
< 15 daysNo. of Fault pending
> 15 daysRebate for 7 days Rebate for 15 days Rebate for 1 month
Oct-13
Nov-13
Dec-13
Quarterly
Average
Live Check (10% or 100 per service provider per license service area, whichever is less)Customer Tel Complain No Observation
*Attach a separate sheet if it is required.
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D) Call Completion Rate (CCR) & Answer to seizure Ratio (ASR) (Average over quarter)
CCR & ASR within a local network
Month Total Calls within a local
network
CCR within a local
network (Benchmark: >55%)
ASR within a local
network (Benchmark: >75%)
Remarks
Oct-13
Nov-13
Dec-13
QuarterlyAverage
Call completion Rate (CCR):1) CCR is defined as the ratio of the no. of successful call to the no. of calls attempts. 2) The SPs who cannot measure and report CCR due to constraint in the N/W architecture shall measure
and report their performance on answer to seizure ratio (ASR) 3) The measurement shall be during TCBH4) For computation of the performance against the parameter CCR within the local N/W, the local N/w
means calls originating & terminating within the same SDCA.
Live measurement for three days for CCR & ASR
DATA POINT DAY 1 DAY 2DAY 3 TOTAL FOR
THREE DAYSAVERAGE FORTHREE DAYS
Total Calls within a local
network
CCR within a local network
ASR within a local network
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E) Number of Point of interconnections (POIs) having congestion >=0.5%:
Month TotalNo. of
call
attempts
on POI
(Avg.)
Total
traffic
served on
POI
(Erlang)
(Avg.)
Total No.
of circuits
on
POI
Total
number of
working
POI
Service
Area wise
Capacity of
POI
No. of POIs
having >=0.5%
POI congestion
Name of POI
not meeting the
benchmark
Benchmark:
=0.5% and to be measured in
TCBH.
Live measurement for 3 days:
Day TotalNo. of
call
attemptson POI
(Avg.)
Totaltraffic
served on
POI
(Erlang)
(Avg.)
Total No.of circuits
on
POI
Totalnumber of
working
POI
Service
Area wise
Capacity of
POI
No. of POIs
having >=0.5%
POI congestion
Name of POI
not meeting the
benchmark
Benchmark:
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F) Termination / Closures (Customer care promptness in attending to customers request)
Month Termination/ Closure of service RemarksNo. of Requestsfor Termination/
Closure of service
No. of requestedhandled within 7
days.
% of Termination/Closure of service
within 7 days (100 %)
Oct-13
Nov-13
Dec-13
Quarterly
Average
Sundays/ Holidays not to be included
G) Customer Care & Grievances RedressalTo be taken for all month in a quarter
Sr.
No
Parameters Oct-13 Nov-13 Dec-13
1 Total no of complaints received
in the call centre(Tech+ Non Tech)
1.1 Total no of complaints
addressed at call center level.
1.2 % of complaints addressed at
call center level.
2 Nodal Officer
2.1 Total no of complaints received
by the nodal officers
2.2 Percentage of complaints withreference to total no ofcomplaints received at the callcentre
3 Appellate Authority
3.1 Total no of appeals received by
the appellate authority
3.2 Percentage of appeal receivedwith reference to total noof complaints received by the
nodal officers
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H) Response time to customer assistance (within 40 sec >=95% and within 60 seconds >=90%)
Month HelplineNo. TotalNo. of
callsmade
Accessibility ofCall centre
/customer Care(IVR)
TotalCalls
reached tooperator
% age of calls answeredby operator(voice to
voice)
Remarks
Within 40 sec Within 60 sec
Oct-13
Nov-13
Dec-13
Quarterly Average
Live measurement for three days (Response time to customer assistance)
DATA POINT DAY 1 DAY 2 DAY 3
Total No. of calls made (A)
Total number ofAccessibility of Call centre/customer Care (IVR)within 40 seconds
(B)% age calls answered on IVR within 40
seconds (B/A)*100B1 = B2= B3 =
Total number of calls answered by theoperator (Voice to voice) within 60
seconds (C )% age calls answered by the operator
within 60 seconds (C/A)*100C1= C2= C3=
Average % age calls answered on IVR
within 40 for three days (B1 + B2+B3)/3Average % age calls answered by the
operator (Voice to voice) within 60seconds for three days (C1 + C2+
C3)/3
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Live measurement/Test Calls
Sampling and Measurement Methodology
Overall sample size is 2*50calls per service provider at different points of time, to be evenly distributed.
CALLNO:
IVR Call center Executive10:00-13:00 15:00-17:00 10:00-13:00 15:00-17:00