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 (August 2018):

In August, missed the Target by 1.84%; the actual being 7.84% - an increase of 3.63% compared to that in the previous month and a decrease of 0.51% compared to that in August 2017.