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 (May 2017):

In May, the actual performance met the Target with a 0.48% cushion. This was a decrease of 1.93% compared to that in the previous month and an increase of 1.53% compared to that in May 2016.