Important Notice: In case of divergent interpretation, the original Turkish text shall prevail.

Transcription

1 Unofficial Translation of Communique on the Implementation of Annex-4 of the By-Law on Quality of Service in the Electronic Communications Sector prepared by Information and Communication Technologies Authority Important Notice: In case of divergent interpretation, the original Turkish text shall prevail. COMMUNIQUE ON THE IMPLEMENTATION OF ANNEX-4 OF THE BY-LAW ON QUALITY of SERVICE IN THE ELECTRONIC COMMUNICATIONS SECTOR Aim, Scope, Basis and Definitions AIM CHAPTER ONE ARTICLE 1- (1) The aim of this Communiqué is to identify procedures and principles regarding presentation of a call center service in conformity with ANNEX-4 of the By-law dated 12/9/2010 no on Quality of Service in the Electronic Communications Sector which was published on the Official Gazette. SCOPE ARTICLE 2 - (1) This Communiqué comprises the procedures and principles regarding identification of criteria and target values of the national and international service quality for service providers which present call center service for end users and rendered liable under the article 9 hereof to offer call center services, as well as measurement and control of the mentioned criteria and values. BASIS ARTICLE 3 (1) This Communiqué was issued on basis of articles 5 and 10 of the By-law dated 12/9/2010 no on Quality of Service in the Electronic Communications Sector. DEFINITIONS ARTICLE 4- (1) In this Communiqué; a) Submenu: The first menu which appears upon selection of a title under the main menu of audio response system, b) Elapsed time in the submenu: The total period in seconds, starting from the dialing by the end user who selected one of the main titles in the main menu and elapsed in the audio response system until when the natural person is offered the connection option,

2 c) Main menu: The first menu containing basic options in the service provider s audio response system answering the end user who has called customer services, ç) Elapsed time in the main menu: The total period measured in seconds in the main menu of the audio response system, d) Invalid complaint: A complaint notification in which the necessary information or the definition of complaint are lack of at least one element, such as service and/or telephone number notified to customer services, identity confirmation information, e) Service Provider: Any legal entity, which has the right to provide electronic communications services and/or to provide electronic communications network and to operate the infrastructure within the framework of authorization, f) Missed call: The call in which the caller dialed the number to connect the natural person in the audio response system but the call is terminated for any reason out of the responsibility of the service provider before any communication is realized, g) Board: Information and Communication Technologies Board, ğ) Authority: Information and Communication Technologies Authority, h) Customer services: The call center services helping the users for information and direction in respect of services offered by the service provider, ı) Response time for customer services: The period measured in seconds, starting from the last dialing in the audio response system to be connected to the natural person at the call center until the moment when the natural person at the call center answers the user who requests for service, i) Measuring period: The quarterly period starting on the first days of January, April, July and October, j) Audio response system: the automatic response system created to give and receive information, requests and complaints in relation to subjects on which the end users intend to process in the main menu and the sub-menu after they are connected to customer services, and to direct the user to the related customer service representative, k) End user: any natural person or legal entity that does not provide public communication networks and/or public communications service, l) Complaint: The problem reported by the end user or the subscriber to the service provider s customer services accessible via telephone with the expectation of corrective actions on electronic communication products or services used by the end user or the subscriber, m) Consumer complaints resolution time: Duration from the instant a complaint is received to the instant the cause for the complaint has been resolved, measured in hours and not inclusive of invalid complaints,

3 n) Frequency of consumer complaints: The monthly number of complaints logged per subscriber including all complaints reported to the service provider regardless of the subject and validity. (2) The definitions in the relevant legislation shall be applicable for the definitions which are included herein and not stipulated hereinabove. (3) The terms end user and consumer, and the terms call and ringing are used herein interchangeably. CHAPTER TWO Criteria and Codes of Conduct Elapsed time in the main menu and sub-menu ARTICLE 5-(1) The elapsed time in the main menu of the audio response system is inclusive of advertisements, notices and information in this menu, but not personal and/or temporary information, announcements as a result of relevant legislation and welcoming announcements. The Authority may restrict the time period of welcoming announcements if seems necessary. (2) The time periods in the sub-menu of the audio response system are inclusive of advertisements, notices and information in such sub-menus, but not inclusive of information announcements as result of relevant legislation. (3) The time periods in the main menu and the sub-menu of the audio response system are not inclusive of periods elapsed in processes such as language options, security or identity confirmation, which are to be available for information entry of the consumer. (4) Service providers are liable to offer in each sub-menu of the audio response system the option to be connected to natural person. The liability to provide the target value in ANNEX- 3 in respect of the period elapsed in the sub-menu shall not be sought for service providers which offer the option to be connected to a natural person in the main menu of the audio response system. (5) Service providers are liable to record contents and time periods of menus available in the audio response systems. In case of a change in the content or period, records of the contents and time periods subject to change shall be retained for twelve months. (6) Service providers are liable to comply with the target values in ANNEX-3 for the menus in their audio response systems which they offer for different consumer groups, regardless of consumer profile. (7) Service providers which are liable to perform reporting appropriate to the first paragraph of the article 9 of this Communiqué shall forward the data related to the longest audio

4 response system to the Authority at the frequency which is set out in the first paragraph of article 9 hereof. Response time for customer services ARTICLE 6-1) Information announcements made following the dialing performed to be connected to the natural person at the customer services are not included in the response time for customer services. (2) Calls missed within the first twenty seconds after the dialing performed to be connected to the natural person are not included in measurement. The liability to prove this issue is under the responsibility of the service provider. (3) Measurements related to the response time for customer services shall be performed by considering the clarifications in ANNEX-1 on basis of all data for each month in the measuring period. (4) If the total number of incoming calls to the service provider s customer services within one month is 25% over the average number of incoming calls within the previous three months, measurements concerning the related month shall not constitute a basis for a decision on administrative sanction. Consumer complaints resolution time ARTICLE 7 (1) Invalid complaints are not included in measurement of the consumer complaints resolution time. The service provider is responsible for keeping necessary documents and records on this issue and demonstration of the issue when required. (2) If a consumer complains again before an existing complaint has not been closed, then this should not be treated as a separate complaint. However, a subsequent complaint made by a subscriber regarding a previous complaint which has been closed by the service provider shall be treated as a new complaint and included in measurements. (3) Consumer complaints resolution time includes delays arising from third party service providers on the service provider s network but not the delays arising from the consumer or third parties without the service provider s fault. The liability to prove this issue is under the responsibility of the service provider. (4) Upon notification by the service provider of the resolution regarding the complaint to the consumer by means of call, SMS, , etc., the complaint shall be closed. In case of complaints which cannot be resolved with the service provider s current system and infrastructures, the complaint shall be closed once the consumer has been informed. The liability to prove that the notification has been performed is under the responsibility of the service provider.

5 (5) Measurements related to the resolution time for customer complaints shall be performed by having regard to the explanations given in ANNEX-2 on basis of the entire data of complaints settled in the relevant month for each month in the measuring period. (6) If the total number of consumer complaints received by the service provider s customer services in a month is 25% over the average number of consumer complaints within the previous three months, measurements concerning the related month shall not constitute a basis for a decision on administrative sanction. Frequency of consumer complaints ARTICLE 8- (1) Service providers classify the complaints subject to the frequency of consumer complaints reported to them via customer services in the related measuring period and estimate them in compliance with the measurement values in ANNEX-3. (2) If a subscriber complains again before an existing complaint has been closed, then this should not be treated as a separate complaint. However, a subsequent complaint made by a subscriber regarding a previous complaint which has been closed by the service provider shall be treated as a new complaint and included in measurements. (3) Measurements related to the frequency of consumer complaints shall be performed on basis of all data for each month in the measuring period. (4) The total number of subscribers to be used in measurement of the frequency of customer complaints is obtained through estimation of the average total number of subscribers as of the first day of the related month and as of the last day of the related month. Miscellaneous and Final Provisions CHAPTER THREE Liabilities

6 ARTICLE 9-(1) Service providers the call centers of which receive over calls or have over subscribers are liable to perform the measurements regarding the criteria in the table in ANNEX-3 hereof and to issue a report of service quality measurements concerning the previous measuring period until the end of January, April, July, October of each year by including the table given in ANNEX-3 and to send it to the Authority. (2) Service providers providing service for end users and have reached up to the number of calls or subscribers specified in the first paragraph of this article are liable to provide the target values specified in ANNEX-3 in respect of the service quality criteria of the time periods elapsed in the main menu and in the sub-menu for each month in the measuring period. (3) Service providers providing service for end users and have reached up to the number of calls or subscribers specified in the first paragraph of this article are liable to provide the target values specified in ANNEX-3 in respect of the service quality criteria of the response time for customer services and of the response time for customer complaints for the measuring period average. The average of measuring period shall be obtained by taking the arithmetical average of the results of measurement regarding the relevant service quality criteria obtained in the months which constitute a basis for the decision on administrative sanction. (4) Service providers providing service for end users but not have reached up to the number of calls or subscribers specified in the first paragraph of this article shall retain the monthly total number of incoming calls to call centers and of subscribers to submit such information when required by the Authority. When these operators reached to receive over calls or have over subscribers they are liable to make the measurements set out in this Communiqué and send the result of the related period s measurement without the requirement of the Authority and these operators liable to comply with the procedures and targets defined in the second paragraph of this article. Audit ARTICLE 10 (1) The Authority perform or procure and audit, ex officio or upon a complaint, on the accuracy of information about the service quality reported and/or published by service providers who are obliged hereunder, or on whether they comply with the target values determined. Administrative fines and other sanctions ARTICLE 11- (1) In case the service providers fail to fulfill the liabilities set out hereunder, provisions of the Article 9 the By-Law dated 12/9/2010 and no on Quality of Service in the Electronic Communications Sector, which was published on the Official Gazette, shall be applicable.

7 Entry into force ARTICLE 12 (1) This Communiqué shall be effective from the date of issue, which is 31/12/2011. Enforcement ARTICLE 13 (1) Provisions of this Communiqué are enforced by the President of Information and Communication Technologies Authority. ANNEX-1 Clarifications Regarding the Measurement Method of the Response Time for Customer Services This annex contains clarifications regarding measurement of response time for customer services which are defined in this Communiqué. While performing the mentioned measurement: a: Total incoming calls to the customer services unit. b: Total calls answered by the natural person within the threshold period ascertained. c: Total calls missed within the threshold period. Shall be determined and the measurement value (d) shall be obtained by means of the following formula: d%=(b/(a-c))x100 Example: Calculation of the percentage of calls answered within 20 seconds. Incoming calls to the customer services unit within a specific measuring period are given in Table 1.

8 Table 1: Distribution of incoming calls to the customer services unit Distribution of Calls Number of incoming calls (a) Number of calls answered Number of calls answered within threshold period (20 sec) (b) Number of calls answered within a period exceeding threshold period (20 sec) Number of missed calls Number of calls missed within threshold period (20 sec) (c) Number of calls missed within a period exceeding threshold period (20 sec) Percentage of calls answered within 20 seconds = ( /( ))x100 = 85% The value 85% obtained is the value intended to be found by estimation. ANNEX-2 Clarification Regarding the Measurement Containing the Phrase % within the shortest time This annex is issued to clarify the phrase % concluded within the shortest time which is mentioned in the measurement of resolution time for customer complaints which is defined in the Communiqué. With the measurements containing the mentioned expression, from the small to large a list is created on an basis, inclusive of values measured as well as events observed in the relevant criteria. The intended percentage of the number of observations shall be determined, which is also referred to as d%. Fractional figures in the obtained result are rounded up to the upper digit.

9 The measurement value in the list, which is related to the observation in the line of the figure obtained, is the figure intended to be estimated. Example: Estimation of the resolution time of complaints within the 80% -part concluded within the fastest time Complaints within a specific measuring period and resolution time are given in Table 1. Table 1: Complaints reported in the related measuring period and their resolution times Complaint Solution time complaint Solution time Complaint Solution time A 39 D 54 Ğ 22 B 53 E 17 H 15 C 23 F 29 I 19 Ç 11 G 36 Ġ 21 As in Table 2 are sorted from smallest to largest according to the duration of complaints solution Table2: Ranked defect and times of fixxing

10 Order Complaint Solution time Order Complaint Solution time Line Complaint Solution time 1. Ç Ġ G H Ğ A E C B I F D 54 80% of 12, which is the observation figure, is estimated. 12x(0,80) = 9,6 10 The value 39 regarding the complaint A on the 10th line in Table 2 is the figure intended to be estimated. ANNEX-3 Table of Results of Measurement on Service Quality Regarding Call Center Service Criteria and target values addressing obliged service providers.

11 Service Quality Criteria Related Data Measurement Value Target Values Elapsed time in the main menu Elapsed time in the sub-menu Total period of the main menü of audio response system. Period elapsed until the moment when the caller is provided in the submenu with the option to be connected to the natural person at the call center. Seconds 45 Seconds 20 Response time for customer services Percentage of calls answered within 20 seconds % 80 Frequency customer complaints of The proportion of monthly total number of complaints to total number of subscribers. complaints % Resolution time for Customer Complaints Resolution time for complaints within the 80%-part concluded within the shortest time or fastest tine hours 24 Percentage of complaints resolved within the period committed by the service provider % 90