Key Performance Indicators

Customer Call Abandonment Rate

Definition: Customer Call Abandonment Rate measures the percentage of customers who terminate a call while waiting for a customer representative to answer.

Performance (February 2018):

In, February met the Target with a 4.12% cushion. This was a decrease of 2.15% compared to the performance in the previous month and a decrease of 0.16% compared to that in February 2017.