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 2019):

In October, missed the Target by 1.75%; the actual being 7.75% - an increase of 1.13% compared to that in the previous month and an increase of 1.48% compared to that in October 2018.