Clipping of news on Brazilian Culture, Law and Citizenship
03/08/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Agency recorded declining trend of the index of quality of care staff in the last three months and promises to be charged with providing rigidity of the second half
Considering the expansion of subscriber base of pay TV service in the last period recorded in Brazil, the National Telecommunications Agency (Anatel) is satisfied with an average of 80% in the goals of quality, defined by Resolution 411/2005. But the fall of two of the indices of quality of service provision of cable TV concern to the agency, which promises stiffness.
The performance of the index that measures the service to repair requests, for example, is with a declining trend since 2010, which should prompt the regulator to issue letters demanding explanations and measures of service providers. The service, according to resolution, must be done within 24h in 90% of cases and none of the repairs should occur after 48 hours.
"We will charge with enough stiffness in the second half," said Rodrigo de Campos Conceição, responsible for the Operational Management of Subscriber services Anatel, during the congress of the Association of Television (ABTA).
Another point that deserves alert and monitoring agency is the downward trend in the performance index of personal service. Under the rule, the wait time when attendance at the call center service providers, may not exceed 20 minutes in 95% of cases. Currently, 92% of cases are treated within this period.
But one of the biggest problems the FCC is the irregularity in Missed Connections Index. "There is a problem of compliance and we need a steady," said Conceição. He says the market is calling for a point pattern. "We have assembled a group of dedicated study to seek stability. I'll call the providers to understand the specifics of the index." The FCC maintains an action plan with two service providers in an attempt to improve the Missed Connections Index. Under the rule, 85% of calls should be answered within 20 seconds and 95% of calls must be made within 60 seconds.
Source: Telesíntese
Our news are taken in full of our partner sites. For this reason, we can not change the content of these up in case of typing errors.
This article was translated by an automatic translation system, and was therefore not reviewed by people.