Complaint Response Quality Indicators

1) GTD TELESAT S.A:

Month Level Percentage of calls received (%) Percentage of calls dropped (%) Average wait time (sec) Standard deviation (sec)
September 2018 104 96,0% 4,0% 3,6 16,8
105 100,0% 0,0% 11,3 48,6
6003800105 100,0% 0,0% 9,7 30,4

 

2) GTD INTERNET S.A: 

Month Level Percentage of calls received (%) Percentage of calls dropped (%) Average wait time (sec) Standard deviation (sec)
September 2018 6004901000 100,0% 0,0% 0,00 0,00
           

 

3) Rural Telecommunications Chile S.A. (RTC): 

Month Level Percentage of calls received (%) Percentage of calls dropped (%) Average wait time (sec) Standard deviation (sec)
September 2018 800390800 97,0% 3,0% 7,4 32,98
           

Percentage of calls received: Percentage of calls that enter the system at the 105 level destined for customer service (complaints section).

Average wait time: Average wait time measured from the moment the call enters the system until an executive answers it.

Standard deviation: Standard deviation regarding the wait time of calls that enter the customer service system.

Percentage of dropped calls: Calls received from customers who called and were placed on hold and dropped the call prior to being answered by a telephone service executive.