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 2019):

In February, missed the Target by 1.17%; the actual being 7.17% - a decrease of 0.79% compared to that in the previous month and an increase of 5.29% compared to that in February 2018.