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 (April 2019):

In April, missed the Target by 1.41%; the actual being 7.41% - a decrease of 1.36% compared to that in the previous month and an increase of 4.51% compared to that in April 2018.