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 2019):

In May, met the Target with a 0.46% cushion; the actual being 5.54% - a decrease of 1.87% compared to that in the previous month and an increase of 2.44% compared to that in May 2018.