KPI for Telecom Industry
Last post, had mention about Business Intelligence for Telecommunication Industry. Here I have compiled few KPIs for the Telecom Industry.
Key Performance Indicators for Telecom Industry:
Call Centre
- Wait times
- Average speed of answer
- Call volume
- Number of complaints received
- Revenue per call
- Average quality of calls
- Number of call transfers
- Average call length
- Number of one call resolutions
- Abandon rates
- Customer satisfaction
- Number of calls answered within ten seconds
- Agent Efficiency
Systems and Network Performance Analysis / Capacity Planning
- Availability
- Grade of service
- Service life of equipment
- Bit error ratio (data, bits & elements transfer)
- Bit rate (data, bits and elements transfer)
- Downtime / Time out of service
- Call completion ratio
- Cost of support systems
- Cost of operational systems
- Average call length
- Analysis of ASR routes
- Network traffic, congestion
- Idle time on network
- Dropped calls
Revenue / Financial Analysis
- Average revenue per user (ARPU)
- Prepaid ARPU
- ARPU from contracts
- Revenue per voice-minute
- % of non-voice revenue
- Average revenue realization (ARR)
- Minutes of usage (MoU) per subscriber
- Average revenue per employee (ARPE)
- Average revenue per subscriber (ARPS)
- Periodical Revenue Analysis
- Analysis of company overheads
- Profit and loss Analysis
- Recovery Analysis
Customer Satisfaction
- Average score from external surveys
- Average score from internal surveys
- Average score from call monitoring
- Total number of complaints
- Total number of unresolved issues
- Number of responses generated
Quality / Usage (Airtime): Analysis of the volume of successful calls
- Mean Opinion Score
- Service
- Duration of calls
- Billed amount on each call
Coverage
- % of land covered with services
- % of population covered with services
- Average land unavailable to services
- Average population unavailable to services
- Access to customer service
Marketing
- Effect of promo campaign on subscriptions
- Trend analysis
- Segment analysis
- Call behavior analysis
Faults and complains (Trouble tickets analysis)
- % of open and level of escalation priority required
- % closed
- mean time to resolved
- Work in progress
- Customer service level statistics
Fraud Analysis
- Normal traffic
- Identify deviations from normal traffic patterns
- Normal usage per customer per area of country
- Identify phone numbers for customers with high deviation
Compliance / Service Analysis
- Service connection
- Timeframes repairs and installations
- Reliability
- New service connections
- Activations, de-activations, re-activations
- Misc services
- Waiting time
- Waiting period before grant of service
- % order error rates and reasons
Customer Analysis
- Customer segmentation
- Analysis of subscriptions
- Top N customers
- Churn
Posted on February 27th, 2009 by Dhiren Gala
Filed under: Business Intelligence
Hi, this is very good and informative blog.
I have found this blog really interesting.
Some KPIs are not that relevant, but nonetheless very informative. Thanks.
Very useful and handy, Many Thanks
Very informative and thanks for sharing KPI’s for businesses in Telecom industry.
NIC
Business Intelligence (BI) Blog is having lots of information on KPI. Thanks for sharing.
This is a very good reference list…Although, depending on the maturity of the business and organization strategy, focus on certain KPIs will be more. Thanks for this.
Thanks for giving such a good information on KPI for Telecom industry.
Yeah, KPI does help in providing overall view and performance details for Telecom.
KPI for Telecom industry listed herein are really valuable and informative.