About
MARTA

Key Performance Indicators

Mobility Reservation Call Abandonment Rate

Definition: Measures the percentage of customers who terminate a call while waiting in queue to make a MARTA Mobility reservation.

Performance (August 2017):

In August, did not meet the Target; the actual being 13.76% - mostly due to a shortage of agents answering the phone lines.

Corrective Action:

Recruit more agents.