Since its inception, VOIP service has earned the attention of both small businesses and enterprises and has certainly surpassed the traditional communication techniques in many ways. From excellent network connection service to huge amount of cost savings, VOIP service offers great benefits to the users. One can easily arrange the KPIs for VOIP users under four perspectives- network quality, cost savings, VOIP service efficiency and customer service.Network Quality Perspective helps in measuring the quality of network connection offered by the VOIP service provider. It takes into account KPIs such as connection success rate, reduction in connection delay, network efficiency ratio and call setup time.Cost Savings Perspective talks about the KPIs in the form of % reduction in phone costs,% reduction in bandwidth costs, % dip in personnel costs used for handling call operations and savings in infrastructure and maintenance redundancies.VOIP Service Efficiency Perspective comprises of KPIs such as % of calls with one or more DSQ Event, % of time segments when the call quality was inappropriate, % of calls with listening/conversational quality less than desired and security level score.Customer Service Perspective can be used to judge the level of customer service related to the VOIP service. It consists of KPI like average service response time, % reduction in network problems resolution time, number of associated features provided by the VOIP service provider and service access level.
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Voice over Internet Protocol is a collective term used to signify a group of technologies engaged in transmission of communication signals over different IP networks like Internet and packet-switched networks.
The phenomenon is also referred to by names like 'IP telephony', 'Internet telephony', 'broadband phone', 'broadband telephony' etc.
The benefits include huge 'cost advantages' and 'perfect connections' along with many others. Instead of paying for costs by the minute like on a regular telephone, most costs are associated with Ethernet connection.
The control of setting-up and tear-down acts related to calls in VoIP systems is made possible by session control protocols.
Owing to the benefits attached with this service, it has been embraced with open arms in consumer markets and corporate sectors.
However, the area is not completely devoid of its pitfalls. This is to say that the commonly recognized challenges of this subject are 'maintaining the quality of service' and 'proneness to power failure'.
All these difficulties can be taken care of by structuring a Balanced Scorecard (BSC) for the purpose. One can put down the useful metrics on it and hand over the 'monitoring and tracking 'task to this collection of indicators. By regularly looking at the numbers, it is possible to make sure that resources are used to their fullest.
This is the actual scorecard with VOIP Measures and performance indicators. The performance indicators include: network quality perspective, connection success rate, reduction in connection delays, network efficiency ratio, call setup time, cost savings perspective, % reduction in phone costs, % reduction in bandwidth costs, % dip in personnel costs used for handling call operations, % rise in savings in infrastructure and maintenance redundancies, voip service efficiency perspective, % of calls with one or more dsq event, % of time segments when the call quality was inappropriate, % of calls with listening/conversational quality less than desired, security level score, customer service perspective, % reduction in network problems resolution time, number of associated features provided by the voip service provider, service access level, average service response time.
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How is this book different from 796 other book titles about KPIs on Amazon?
"Before writing a single line, I formulated some guiding principles, one of them was: "If our clients ask, "How can I find a good KPI for..." - I want this book to provide a perfect answer."
