Call center metrics: Abandon Rates
In follow up to our post about call center metrics goals, we are now starting to talk about specific metrics; the first one is Abandon Rates. Abandon rate is the percentage of calls that hang up before an agent could take the call (and did not get a busy signal).
What it measures:
- It can be considered a measure of customer satisfaction. If customers hang up a lot, they might not like the speed of service.
Potential causes and implications: [more]
- The longer it takes to answer a call, the higher are abandon rates
- People who might have called wrong number hang up when they notice it (typically in first 10 seconds)
- High abandon rates can inflate future call volumes (2nd, 3rd try of same caller), resulting in even higher rates
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Abandon Rate: What It Is, Why It Goes Up, What You Can Do
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