Glossary
Abandon Call Rate is a call center metric that shows how many calls were hung up by clients due to long wait times or any other reason. Nefer confues with dropped calls.
Abandon Call Rate is one of the most important call center performance metrics as it points out to the number of lost calls, which also refers to issues with agent performance, settings of your call center software and other negative factors that can lead to call abandonment. Most call center software solutions can offer automatic measurement of call abandonment rate. In most cases, call abandonment rate is a result of long average wait times or slow average response times.
These terms essentially convey the same meaning, which is the proportion of callers who terminate the call before it is answered or handled by the intended recipient or service representative.
A high Abandon Call Rate can be a red flag, indicating that customers are experiencing long wait times or frustration with your service. This can lead to dissatisfied customers, lost business opportunities, and a tarnished brand reputation. On the other hand, a low Abandon Call Rate suggests that your contact center is effectively managing call volumes and providing a positive customer experience.
While there’s no one-size-fits-all target, most experts recommend aiming for an Abandon Call Rate below 5%. However, the ideal rate can vary depending on your industry, business goals, and customer expectations. It’s essential to benchmark your rate against industry standards and continuously strive for improvement.
There are several strategies you can employ to reduce your Abandon Call Rate, such as:
While a low Abandon Call Rate is generally desirable, an extremely low rate (e.g., below 1%) could indicate potential issues as well. It may suggest that your contact center is overstaffed, leading to inefficient resource allocation and increased operational costs. Finding the right balance is key to optimizing your contact center’s performance.
Abandon Call Rate should be monitored regularly, ideally in real-time or at least daily. This allows you to quickly identify trends, pinpoint potential issues, and take corrective actions promptly. Additionally, tracking this metric over time can help you assess the effectiveness of your improvement strategies and make data-driven decisions.
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