Telecom watchdog issues paper on service qualityDecember 18th, 2008 - 10:13 pm ICT by IANS
New Delhi, Dec 18 (IANS) The telecom watchdog Thursday issued a consultation paper for revamping the parameters of quality of service (QoS) for wireline as well as cellular services.The Telecom Regulatory Authority of India (Trai) in its paper said the QoS performance by service providers should be transparent and put in public domain.
The watchdog has proposed that the benchmark for the parameter of call drop should be revised from the existing less than 3 percent to less than or equal to 2 percent.
Call drop refers to the break in connection during a phone conversation, and Trai’s proposal implies that out of 100 calls, not more than 2 calls should be dropped.
A new parameter, ‘worst-affected cells having more than 3 percent call drop rates’, is proposed to assess base transceiver stations (BTS) with excessive call drops.
Also, a new parameter has been proposed for metering and billing of pre-paid customers. Currently, only post-paid customers’ billing credibility is assessed through QoS regulations.
Trai has also taken up the issue of response time for assistance to customers, apart from proposing a benchmark for basic services (wireline).
According to the latest proposal, Trai wants all the service providers to have uniform record keeping procedures and a system of internal auditing of QoS by service providers.
Trai has benchmarked the performance of cellular mobile service providers by introducing two indexes, one related to network parameters - Network Service Quality Index and Customer Service Quality Index (CSQI).
A 10-point score for evaluating the performance against each parameter and equal weightage for each parameter have been proposed.
Trai has also envisaged fines to enforce quality of service.
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Tags: consultation paper, customer service quality, internal auditing, mobile service providers, network parameters, qos performance, service qos, telecom regulatory authority, telecom regulatory authority of india, weightage