Annual report 2012

Quality of networks and services

Even more important for the majority of the Group’s users than objective quality is our conduct during the clearance of faults, and the clearance of mistakes made by people. Contact centres represent our first point of contact with users. Responsiveness was improved from 74% to 80%.


Number of calls to the SHD and THD, and response time at Telekom Slovenije

 

All calls

Answered calls

Response rate

Average response time

Average call length

2012

2011

2012

2011

2012

2011

2012

2011

2012

2011

SHD

1,856,586

2,125,180

1,422,422

1,519,530

77%

72%

 1:17

 1:07

 3:11

 3:04

THD

1,461,147

1,620,171

1,247,673

1,266,999

85%

78%

 1.17

 1.16

 4:34

 3.54

Total

3,317,733

3,745,351

2,670,095

2,786,529

80%

74%

 1.17

 1:11

 3.50

 3:27

Key: SHD – Subscriber Help Desk; THD – Technical Help Desk

The number of completed interventions (incidents) in 2012 was almost the same as the previous year (332,002 closed service incidents closed compared with 331,310 in 2011). At 59.4% in 2012 and 60.2% in 2011, internet and IPTV interventions accounted for the highest proportion of the total. There was likewise virtually no change in disruptions and interruptions in systems, while those numbers were partly conditional on the updated monitoring method.

For the systems used to monitor system and service faults, we find that the monitoring methodology is not sufficiently standardised so that comparisons would be relevant. This is indicated by statistical data from the contact centres for the three largest companies. 


Number of unresolved failures

 

Number of calls

TT (trouble ticket)

%

One

1,347,205

39,017

3 %

Ipko

4,554,617

224,078

5 %

Telekom Slovenije (THD)

1,461,147

332,002

23 %

Telekom Slovenije (total)

3,317,733

332,002

10 %

THD – Technical Help Desk

Taking into account local specifics and the level of customer satisfaction using the current practice, this is an indicator that must be monitored in the future as well. The new European SIST EN 15838 standard could be of assistance in the work of contact centres.

The quality of the services and networks of Group companies in South-Eastern Europe was stable. An increase in the capacity utilisation of the core networks of Ipko and Aneks was noted during the year. The network at Aneks was upgraded by the end of the year, while the upgrade at Ipko will be completed during the first quarter of 2013. There was nothing of significance to report in the aggregate segment.

The parameters used to measure the quality of mobile networks (the drop-call ratio – DCR), land coverage (LC) and population coverage (PC) were mostly stable at both Ipko and One. They indicate that the Group’s networks in South-Eastern Europe are as technically state-of-the-art as the Slovenian network.


Quality parameters for mobile networks

 

One

Ipko

 

Annual average

Situation as at 31 December 2012

Annual average

Situation as at 31 December 2012

GSM DCR

0.47

0.5

0.31

0.3

GSM LC

90.5

90.6

89.3

89.5

GSM PC

99.7

99.7

99.3

99.3

 

 

 

 

 

UMTS DCR

0.2

0.22

-

-

UMTS LC

31.2

31.7

-

-

UMTS PC

80.9

81.7

-

-