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La Oficina de Atención al Usuario de Telecomunicaciones, unidad creada dentro de la Dirección General de Telecomunicaciones y Tecnologías de la Información del Ministerio de Industria, Turismo y Comercio en 2004 y que se ocupa de la la resolución de controversias entre operadores y usuarios de telecomunicaciones, y de llevar a cabo una función de información y atención al usuario de telecomunicaciones, ha publicado el Informe Resumen con los Datos de la Oficina de Atención al Usuario de TeleComunicaciones para el año 2010. Aunque no resulte el informe más transcendente para el sector desde mi punto de vista, ya que hablamos de los datos de la intermediación de la oficina, usuarios y operadores, no de las interacciones entre usuarios y operadores directamente, sí que es interesante echarle un vistazo para hacernos una idea de los ratios que se manejan en el sector en un momento dado.

Lo más trascendente para mi es :

– todas las operadores se han puesto las pilas en 2010 para mejorar en el capítulo de gestión de reclamaciones por facturación, que han descendido un 7% en el mercado móvil y un 5% de media en fijo.
– que las Bajas son un problema y se están perdiendo servicios a un ritmo vertiginoso, 10% en móvil y 6% en telefonía fija y un 3% en Internet.
– que las Altas se mantienen en móvil, se mantienen o bajan ligeramente en Internet y descienden en telefonía fija (3%). Ratios normales en un sector maduro.
– en el caso de Internet, el gran ratio de interacciones lo suponen las averías/interrupciones de servicio que en este 2010 se han incrementado notablemente.

El resto los ratios clásicos del sector, en el que sube el nº de interacciones con los clientes fruto del crecimiento de la masa de clientes, sube móvil y fijo se estabiliza o baja y que el % de reclamaciones resueltas se incrementa y se resuelven antes. Quizá notar que el % de interacciones que llegan aún por vía telemática es bajo, sólo un 3,3%.

Finalmente Movistar, Ono y Jazztel se consolidan como las operadoras con menos reclamaciones en Usuarios Teleco.

Más info: http://www.usuariosteleco.es/Destacados/Datos%20oficina/Datos_OAUT_2010_ANUAL.pdf

Medidas de Calidad de Servicio Telco – SETSI: http://www.mityc.es/telecomunicaciones/es-ES/Servicios/CalidadServicio/informes/Paginas/Informes09.aspx

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