Key Performance Indicators

Average Customer Call Wait Time (in seconds)

Definition: Average Customer Call Wait Time measures the average time a customer must wait before speaking to a customer service representative.

Performance (May 2018):

In May, met the Target with a 4 second cushion; the actual being 31seconds - an increase of 4 seconds compared to that in the previous month and a decrease of 15 seconds compared to that in May 2017.