Taking calls for Motor vehicle registration

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We are currently dropping calls and it that is a huge risk in our business, the percentage abondoned is from 10% to 36% as we currently shortstaffed. We motivated to employ more staff and we still waiting for response. However the other thing I want to mention is we getting repeat calls as the back offices are taking too long to complete the tasks. We also need to meet and discuss some SLA in order for us to improve the processes and customer service as a whole.