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 (March 2019):
In March, missed the Target by 2.77%; the actual being 8.77% - an increase of 1.60% compared to that in the previous month and an
increase of 6.71% compared to that in March 2018.