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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.