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The Telecommunications Regulatory Commission (TRC) publishes four 'Quality of Service' benchmark results every quarter which collectively evaluate voice services provided by fixed access telecom operators. The measured areas cover Call Completion Ratio (CCR-defined as the percentage of calls attempted during peak hours which yield an answer signal), Faults Cleared within 24 hours, Faults Cleared with 72 hours, and Faults per 100 Direct Exchange Lines. These Quality of Service indicators published by the TRC for the fourth quarter 2002 show that Lanka Bell is well ahead of the other two fixed access operators in all four areas.

"A Call Completion Ratio (CCR) of 49.5% for inter-network calls (Lanka Bell to other networks) is exceptionally good when compared to typical industry levels of 40 to 50%. We have significantly improved this key performance indicator from 41% in the previous quarter," said Joey V. Mendoza, Managing Director and CEO of Lanka Bell. "Moreover, our CCR for intra-network call (Lanka Bell to Lanka Bell) is as high as 85% for the fourth quarter. This has brought our overall CCR up to 67% which is impressive even by international standards," he added.

In terms of Faults Cleared within 24 hours, Lanka Bell has gone up to 96% while in the Faults Cleared within 72 hours category it has reached a near-perfect level of 99%. Lanka Bell has also reduced faults per 100 Direct Exchange Lines from 7.33 to 7.12 during this quarter. According to the figures published by the TRC, the performance levels of the other two fixed access operators have deteriorated from the third to the fourth quarter of 2002 in all these areas that indicate the quality of service delivered to customers.

Lanka Bell's clear leadership in the Quality of Service Indicators is the result of a series of measures taken to improve service levels. These include increasing the Points of Interconnection (POIs) with Sri Lanka Telecom, decentralisation of maintenance staff, practice fault detection via sophisticated alarm systems and increased trunk route capacity to handle rapidly increasing traffic volumes.

"We are very pleased to see that our ongoing efforts to continuously improve our service levels have achieved impressive results within such a short time," said Nalaka Peiris, Lanka Bell's General Manager of Technical Operations. "The planned addition of more POIs will progressively improve our inter-network Call Completion Ratio even further in the coming months," he said.

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