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 (September 2017):

In September, met the Target with a 0.25% cushion​. This was a decrease of 2.60% compared to that in the previous month and an increase of 1.99% compared to that in September 2016.