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Performance indicators

Performance indicators

Performance indicators for voice calls, invoices and complaints

Voice calls

Calls answered by operator/Total calls offered to operators:

2017

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2017

92%

Average speed of answer between choice of caller in IVR and answer by operator:

2017

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2017

55 sec.

Invoices

Average lead time for regularization of invoices:

2017

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2017

4.4 working days

Complaints

Number of consumer complaints valid, acknowledged and sent to Ombudsman (malicious calls not included):

2017

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2017

1,680

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