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 (December 2017):

In December,  the actual met the Target with a 2.54% cushion - a decrease of 0.63% compared to that in the previous month and an increase of 0.71% compared to that in December 2016.