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 (December 2018):

In December, met the Target with a 1.71% cushion; the actual being 4.29% - a decrease of 1.56% compared to that in the previous month and an increase of 0.83% compared to that in December 2017.