Note: Due to complications that arose from MC311's physical relocation and new technological enhancements, data is unavailable for FY17 and FY18 only includes data from October 30, 2017 (rather than July 1, 2017).
Why is this measure important?
- The "abandoned call" rate is a key component of customer satisfaction. PIO tracks this measure to ensure good customer service.
Factors contributing to current performance
- The CSC stats for FY18 were impacted during the move of the CSC in FY17. DTS worked on a resolution with Avaya, and recently a fix was made.
Factors restricting performance improvement
- CSR availability.
Performance improvement plan
- Continue to work with DTS/Telecom to resolve technical issues.