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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%

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.

Invoices

Average lead time for regularization of invoices:

2018

1st quarter

2nd quarter

3rd quarter

4th quarter

Average 2018

3.6 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

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