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Performance indicators

Performance indicators for voice calls, invoices and complaints

Voice calls

Calls answered by operator/Total calls offered to operators:

2018

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2018

90%

92%

88%

91%

90%

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

2018

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2018

61 sec.

46 sec.

90 sec.

68 sec.

66 sec.

Invoices

Average lead time for regularization of invoices:

2018

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2018

3.6 working days

4.6 working days

3.6 working days

3.0 working days

3.7 working days

Complaints

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

2018

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2018

1,908

1,306

1,299

1,404

1,479

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