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 (October 2018):

In October, missed the Target by 0.27%; the actual being 6.27% - an increase of 0.70% compared to that in the previous month and an increase of 1.82% compared to that in October 2017.