Definition: The number of callers who hang up before speaking to a Call Center representative (does not include calls resolved within IVR/VRU system) divided by the total number of incoming calls over the same period of time, as a percentage. Abandoned calls include all calls that enter an agent queue but are abandoned (i.e., the caller hangs up) before speaking to a Call Center representative.
Calculation: (Number of Calls in which Caller Hangs Up Before Speaking to a Representative/Total Number of Incoming Calls)*100
Discussion: Abandonment Rate is a common Call Center Key Performance Indicator (KPI) that measures the percentage of incoming callers that hang up before speaking to a live Call Center representative. A high, or lagging, value for this KPI indicates that average speed of answer is too high, probably due to poor call forecasting and staffing practices. In order to improve performance for this KPI, look to staff the call center appropriately to handle incoming call volumes. High Abandonment Rate leads to poor customer satisfaction, which is the ‘bottom line’ metric for any Call Center.
Leading Indicator: This KPI Definition measures activities which drive a company's high-level results such as revenue.