This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Abandonment Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Abandonment Rate?
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.
Why should Abandonment Rate be measured?
This KPI is closely related of the level of service provided by a Call Center, and also speaks to the quality of the Call Center's forecasting and staffing practices. A high value for this metric indicates that the Average Speed of Answer for the Call Center is too high, probably due to poor call volume forecasting and overall workforce management. High Abandonment Rates contribute to poor customer satisfaction, and can negatively impact the company's reputation, customer retention rates, and sales.
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