This document outlines key performance indicators (KPIs) for various objectives of Tarasol Telecom. It lists KPIs for call center objectives like wait times and call volume. Customer satisfaction KPIs include survey scores and complaint metrics. Systems and network KPIs focus on availability, downtime, and support costs. Quality, compliance, coverage, and revenue also have associated KPIs measuring factors like opinion scores, connections, coverage percentages, and revenue per user.

1. Telecommunications - KPIs
Tarasol Telecom - Fadi Zaid Alkilani 2012
Objective Call Center
KPI 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
Objective Customer Satisfaction
KPI 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
Objective Systems and Network
KPI Availability
Grade of service
Service life of equipment
Bit error ratio (data, bits and elements transfer)
Bit rate (data, bits and elements transfer)
Downtime
Call completion ratio
Cost of support systems
Cost of operational systems
Objective Quality
KPI Mean Opinion Score
Service
Objective Compliance
KPI Service connection
Timeframes repairs and installations
Reliability
New service connections
Objective Coverage
KPI % of land covered with services
% of population covered with services
Average land unavailable to services
Average population unavailable to services
Access to customer service
Objective Revenue
KPI 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

2. Average revenue per employee (ARPE)
Average revenue per subscriber (ARPS)