Publication

Abstract : In today's era of communication, a company's brand is driven by more than the combination of promises made and promises kept for customer satisfaction to gain popularity of brand name. A telecommunications service provider's survival depends on its ability to prepare for changes in customer needs, as well as changes in regulation and technology. But the increasing expectations of customers and the introduction of many new services and technologies is making it difficult to comprehend and meet customer requirements. Therefore, in this paper the background of transformation in the telecommunication companies is analyzed. As in the rest of the competitors, a performance indicator or key performance indicator (KPI) is a measure of performance. Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals. From the characteristics of telecommunication services, this paper makes the evaluation method of the quality of telecommunication services based on customer experience. Evaluation method designs for ASR and CCR are considered to determine the quality of telecommunication services and the factors contained in various genes. The implementation of the newly proposed architecture was carried out at TELECOM-SOUTH Telecom sector 1 and Telecom sector 2 solution. TELECOM-SOUTH Region KPI's were analyzed on MetaSol software. Hence, this paper makes an analysis on real cases in telecommunication. © 2016 IEEE.