Calculating Abandon Rate in Light of Customer Experience and IVRs
Taylor Reach Group
DECEMBER 19, 2017
Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100. Example: 90 calls are answered; 10 calls are abandon before they’re answered.
Let's personalize your content