TELCOS’ SERVICE QUALITY : Telecom regulator to restart drive with added parameters

The Bangladesh Telecommunication Regulatory Commission has decided to restart the drive to check the quality of service of the mobile phone operators with added parameters.
The telecom regulator started the drive in September with a deadline to complete the field survey by November and covered 100 spots under 45 upazilas of 15 districts except the Chittagong Hill Tracts area, BTRC officials said.
The BTRC drive analysed different QoS parameters set by the commission along with an in-depth customer experience survey.
Asked about the fresh drive BTRC chairman Shahjahan Mahmood told New Age that the BTRC was going to restart the service quality drive with broader perspective.
‘We have plans to revive the QoS drive with broader outlook from January. The ongoing drive was an eye opener for us. With the insight from the ongoing drive we will conduct a bigger and better drive very soon,’ he said.
Mahmood also said that ensuring the service quality of the mobile phone companies was one of the key priorities of the BTRC at this moment.
‘We have done most of the work but could not visit the CHT area because of security reasons. We spoke to security forces with the matter and are likely to start the field survey in the hill tracts area in January,’ a senior BTRC official told New Age.
BTRC officials said that the delay in completing the drive also occurred as the BTRC had to use the equipment of the mobile phone operators for the drive.
‘There is an issue of availability of the equipments from the operators’ end and that delayed the process further,’ said another official.
The BTRC’s QoS directive was issued in January 2014 following a trend of increasing call drop, poor network coverage and unsatisfactory customer care support.
According to the directive, the telecom regulator has to publish a yearly ranking of the operators by analysing data collected from the customer survey, BTRC drive test and the self-reporting of the operators.
The telecom regulator in the directive asked the mobile operators to ensure call success rate at 95-97 per cent with a maximum call drop rate at 2-3 per cent. It asked the operators to submit the performance reports to the BTRC every month.

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