Trai Audit

8/13/2019 Trai Audit

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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



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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.




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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




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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

Documents

Trai Audit