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 (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.