ITU Regional Standardization Forum For Africa
Description: ITU Regional Standardization Forum For Africa Dakar, Senegal, 24-25 March 2015 QoE and QoS Assessment methodologies Ousseynou Diop, Head of Strategic Quality, Tigo Senegal odioptigo.sn CEM Customer Experience Management QUALITY Strategic
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slide1. ITU Regional Standardization Forum For Africa Dakar, Senegal, 24-25 March 2015 QoE and QoS Assessment methodologies
Ousseynou Diop,
Head of Strategic Quality, Tigo Senegal
odiop@tigo.sn<br>
slide2. CEM
Customer Experience Management QUALITY Strategic Quality Customer Complaints Analysis and Management Customer Satisfaction Survey Analysis Network Product and Device
Supervisor CONTROL
and
ASSURANCE CONTROL
And
ASSURANCE<br>
slide3. Team integration Strategic
Quality Network Perception No Problem KPIs/KQIs Quality TT BM Quality program Complaints<br>
slide4. E2E CEM The 8 touch points definition QoE What
(product) Find Get Set up Use Pay For Get Help Stop What – The customer wanted to know? Find – The customer can’t find branch/product/menu Get- Customer decided to use something but can’t get it Set up – Customer get the service But Can’t set Up Use – Customer set up the service but can’t use it Pay For - Customer is not able to pay for a service or a product Get Help – Customer can’t get the right support Stop – Customer wants to deactivate a service and can’t<br>
slide5. E2E CEM Exp: Complaints distribution This diagram Classifies the Complaints against the which touch point is Impacted
In this case the operation will focus more on the Setup and the Use to improve the customer experience<br>
slide6. KQIs for QoE evaluation MPDR
Mobile Call Defect ratio: The result of this KPI expresses the number of subscribers that experience problems if we have had a million of data sessions
MCDR
Mobile packet defect ratio: Mobile Call Defect Ratio represents number of customer experienced defects in one million mobile calls.
MPD
Minutes per drop : Minutes per drop represent number of minutes that a customer can talk without experience a drop call
 FCR
First Contact resolution : Number of Surveys that end users indicate that the problem was solved during the first contact as a percentage of the total surveys
CES
Customer Effort Score : Effort Score based on post call survey question "The company made it easy for me to handle my issue"<br>
slide7. Thank you!
Dieuredieuf !
Merci !<br>
Ousseynou Diop,
Head of Strategic Quality, Tigo Senegal
odiop@tigo.sn<br>
slide2. CEM
Customer Experience Management QUALITY Strategic Quality Customer Complaints Analysis and Management Customer Satisfaction Survey Analysis Network Product and Device
Supervisor CONTROL
and
ASSURANCE CONTROL
And
ASSURANCE<br>
slide3. Team integration Strategic
Quality Network Perception No Problem KPIs/KQIs Quality TT BM Quality program Complaints<br>
slide4. E2E CEM The 8 touch points definition QoE What
(product) Find Get Set up Use Pay For Get Help Stop What – The customer wanted to know? Find – The customer can’t find branch/product/menu Get- Customer decided to use something but can’t get it Set up – Customer get the service But Can’t set Up Use – Customer set up the service but can’t use it Pay For - Customer is not able to pay for a service or a product Get Help – Customer can’t get the right support Stop – Customer wants to deactivate a service and can’t<br>
slide5. E2E CEM Exp: Complaints distribution This diagram Classifies the Complaints against the which touch point is Impacted
In this case the operation will focus more on the Setup and the Use to improve the customer experience<br>
slide6. KQIs for QoE evaluation MPDR
Mobile Call Defect ratio: The result of this KPI expresses the number of subscribers that experience problems if we have had a million of data sessions
MCDR
Mobile packet defect ratio: Mobile Call Defect Ratio represents number of customer experienced defects in one million mobile calls.
MPD
Minutes per drop : Minutes per drop represent number of minutes that a customer can talk without experience a drop call
 FCR
First Contact resolution : Number of Surveys that end users indicate that the problem was solved during the first contact as a percentage of the total surveys
CES
Customer Effort Score : Effort Score based on post call survey question "The company made it easy for me to handle my issue"<br>
slide7. Thank you!
Dieuredieuf !
Merci !<br>