TDR Service Level Report

Sunday, September 12, 2010

Early Resolution Service Level Indicator

Dispute Resolved Target % Resolved in
1st Quarter 2010		 % Resolved in
2nd Quarter 2010
Level 1 75% 69% 75%
Level 2 18% 12% 7%
Level 3 6% 11% 4%
Level 4 1% 8% 14%

 

Timeliness Service Level Indicator

Dispute Resolved Target % Resolved in
1st Quarter 2010		 % Resolved in
2nd Quarter 2010
Level 1 100% in 8 business hours 98% 100%
Level 2 75% in 32 working days 67% 33%
Level 3 75% in 50 working days 67% 33%
Level 4 100% in 16 working days 17% 100%
NRE 100% in 3 business days 100% 100%

 

Telephony Service Level Indicator

Calls Target % Achieved in
1st Quarter 2010		 % Achieved in
2nd Quarter 2010
Answered Calls 80% within 20 seconds 86% 87%
Abandoned Calls <5% on any given day 8% 14%