Call Setup Success Rate

Related KPIs

Call Setup Success Rate Interpretation

High CSSR values indicate a robust network capable of efficiently establishing calls, leading to increased customer satisfaction. Conversely, low values may signal underlying issues such as network congestion or technical failures, which can negatively impact user experience. Ideal targets for CSSR typically range above 98%, ensuring that the majority of call attempts are successful.

• >98% – Optimal performance; minimal user disruption
• 95%–98% – Acceptable; monitor for potential issues
• <95% – Critical; immediate investigation required

Common Pitfalls

Many organizations overlook the significance of CSSR, focusing instead on other metrics that may not capture the full picture of customer experience.

• Failing to account for network congestion during peak hours can distort CSSR readings. High call volumes may lead to dropped calls, impacting customer satisfaction without revealing underlying issues.
• Neglecting to regularly update network infrastructure can result in outdated technology that hampers call setup success. Legacy systems often struggle to handle modern demands, leading to increased failure rates.
• Ignoring customer feedback on call quality can prevent organizations from identifying pain points. Without structured feedback mechanisms, issues may persist unnoticed, eroding trust and loyalty.
• Overlooking the impact of external factors, such as weather or natural disasters, can skew CSSR analysis. These events may temporarily disrupt service, leading to misleading interpretations of network performance.

Improvement Levers

Enhancing CSSR requires a proactive approach to identify and eliminate bottlenecks in the call setup process.

• Invest in advanced network monitoring tools to gain real-time insights into call setup performance. These tools can help identify congestion points and facilitate timely interventions to improve success rates.
• Regularly upgrade network infrastructure to support evolving technology demands. Implementing modern solutions can enhance capacity and reliability, ultimately boosting CSSR.
• Implement customer feedback loops to capture insights on call quality and connectivity. Analyzing this data can inform targeted improvements and enhance overall user experience.
• Conduct thorough variance analysis to identify trends and anomalies in CSSR. Understanding the root causes of fluctuations can guide strategic adjustments and improve operational efficiency.

Call Setup Success Rate Case Study Example

A telecommunications provider, serving millions of customers, faced declining customer satisfaction due to a CSSR that had dropped to 92%. This decline was attributed to network congestion and outdated infrastructure, resulting in increased call failures and customer complaints. Recognizing the urgency, the company initiated a comprehensive “Call Quality Initiative” aimed at enhancing CSSR through targeted investments and operational changes.

The initiative involved upgrading network equipment and optimizing routing algorithms to improve call setup times. Additionally, the company implemented advanced analytics to monitor call performance in real-time, allowing for immediate identification of issues. Customer feedback mechanisms were also established to gather insights directly from users, ensuring that their concerns were addressed promptly.

Within 6 months, the provider achieved a CSSR of 97%, significantly enhancing customer satisfaction and reducing churn rates. The improvements led to a notable increase in revenue, as satisfied customers were more likely to recommend the service to others. The success of the initiative positioned the company as a leader in call quality, reinforcing its commitment to operational excellence and customer-centricity.