Parameter Measurement Method Description Target Formula Urban Call Centre Operator Response Duration of waiting after the option to a Customer Care Assistant has been chosen. t Operator Assistant Pick up – tMaking Interactive Voice Duration of announcement of the entire IVR options before a customer can make choice t IVR Option to Operator to agent - tIVR started Response (IVR) Operator Request speak to an Rural ≥80% in < 30 seconds ≥80% in < 30 seconds ≤ 60 Seconds (to an agent) ≤ 60 Seconds (to an agent) ≤ 30 seconds (to first selection) ≤ 30 seconds (to first selection) Complaint Resolution Time Complaint Resolution Time is the time taken for a Telecommunications Operator to resolve a complaint. Number of valid complaint resolved / Total number of complaints received) X100 99% of complaints resolved within 1 week 99% of complaints resolved within 1 week Customer Service Point Delay The duration for queuing at a Customer Service Point before queries or complaints can be rendered. t customer service assistance -t of issued >95% Billing Accuracy- Billing Accuracy means Same duration in seconds used for a call should be used for charging. Time Service Used - Time Service Charged) X100% Not more than 0.1% Not more than 0.1% Billing Complaint Rate The proportion of bills resulting in a customer complaining about the correctness of a given bill. Total number of billing complaint received at the end of the reporting period/ Total number of active customer base at the end of the period)X100% ≤1% ≤1% queue number 8. QUALITY OF SERVICE FOR CUSTOMER SATISFACTION ATTRIBUTES A Telecommunications Operator in respect of the following Quality of Service benchmarks shall be subject to periodic assessment by the Authority through customer satisfaction surveys, which may be conducted by the Authority either through its own employees or through any Agency appointed by the Authority. 20