The telecom industry has a long list of very specific key performance indicators to track. As any other businesses, you have to follow financial or sales KPI metrics, but you also need to track a set of more technical KPIs tied to their activity. Telco KPIs focus on technology, service availability and performance, network metrics, call failures, congestion, deployment etc.

Customer centric KPIs, which focus on understanding your customers across all your product and services, make your interaction with them from personal and analyze their behavior to increase revenue and retention.
Building an efficient performance indicator system will help your company get an edge over the competition by knowing exactly where your weaknesses as a telecommunication company are, and help you fix them.

Telecom KPI Framework

Designing a proper KPI Framework for a Telecom operator could prove to be a challenging task. First of all your KPIs should allow for benchmarking, so keep in mind you will be comparing them to your competitors but also to your owns to track the evolution of the Quality of your service.

Your KPIs should give a clear understanding of the current state of your business and deployment to your management. They also need to reflect an immediate version of the truth, make sure with your IT department that your data are accurate and available before building your telecom dashboards.
You should also break down your KPIs properly by Families, if you are dealing with multiple technologies, make sure that your Mobile metrics are on a dedicated dashboard and separated from your landline metrics for example. Your analytics should be as clear as possible for their users.

It is also needs to be emphasized that performance indicators on their own do not carry much information. It is important to look at the evolution over time of your KPIs to assess the reduction or improvement of performance in your business.

Telecom KPI List

As we stated above, some KPIs are very specific to the telecommunication industry, here are a few examples of typical metrics you want to follow as a telco business:

  • The CSSR or Call Setup Success rate is the percentage of calls which results in a connection to the dialed number.
  • The DCR or Drop Call Rate measures the fraction of calls that were cut off before one participant had hung up because of technical difficulties.
  • The TCH_CONG or Traffic Channel Congestion is the probability of failure of accessing traffic channel(s) or radio access bearers during call connections.
  • The SDCCH or Stand Alone Dedicated Control Channel Congestion is the probability of failure of accessing a stand-alone dedicated control channel during a call set-up.

Those examples translates QoS (Quality of Service) dedicated KPIs. They are mostly used to measure if a Service providers meets mandatory minimum standards depending on which country he is based.

Discover more about KPI metrics with our other guides :

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