TR260 BSS KPIs for Good Customer Experience R16.0.1
- Maturity level: Level 4 - Forum Approved
Created By: Customer Experience Management Project
Facing the challenge of digital transformation, the traditional services of Telco operators get more and more substituted by OTT services. In this digital era, customers need better experience from operators. For example: more service channels, better personalized services, faster response and so on. But many BSS systems were designed for traditional business. For digital services and digital channels, BSS should pay more attention to them.
This document describes five main areas and 16 KPIs in digital experience, and with these KPIs we could judge if the BSS is functionally capable of handling a customer centric approach seamlessly across a myriad of digital channels.