2016, Abandon Call and Abandon rate - Customer Contact Central

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2016

Abandon Call

Abandon rate

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

MARCH 10, 2016

Abandon Rate: This metric tracks how often your outbound calls connect with someone but there isn’t actually an agent available to take the call. Due to legal requirements, call centers can’t have an abandon call rate above 3%, so staying under that number is critical.

Metrics

Metrics Call Center Average Handle Time First call resolution

8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

JUNE 23, 2021

Optimize for better ACR by intelligently routing calls to agents with the right skillset. Call abandonment rate. As customers, we don’t have all day to wait on a call with customer service. To track your abandonment rate, divide your number of abandoned interactions by your total inbound interactions.

Contact Center

Contact Center Abandon rate Management Metrics

14 Critical Call Center Metrics You Should be Tracking

8 Contact Center KPIs Add to your Management Tool Box

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