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 (May 2018):

In May, met the Target with a 2.90% cushion; the actual being 3.10% - an increase of 0.20% compared to that in the previous month and a decrease of 2.42% compared to that in May 2017.