On 1 July 2014 Ecuador’s three mobile operators – Claro, Movistar and CNT – became subject to new, more stringent quality of service (QoS) standards, which also carry harsher penalties for failure to meet performance targets. TeleSemana notes that the twelve QoS parameters on which the operators will be scrutinised include, among others: percentage of dropped mobile network calls (no more than 2%); minimum strength of signal in network coverage areas; voice call quality; percentage of SMS successfully delivered (greater than 98%); average delivery time of SMS (maximum 20 seconds); average resolution time for customer enquiries/claims; and average customer service line waiting time (human response maximum time – 20 seconds). The fulfilment of the guidelines will be controlled by the Superintendency of Telecommunications (Supertel).
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