Abandon Call Abandon rate Education Interactive Voice Response 
Global Response
DECEMBER 2, 2022
Abandon rate. The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered).
aircall
MARCH 31, 2021
Call analytics are useful tools for predicting call volume and minimizing wait times. That said, predictions are nothing more than educated guesses. As much as you might plan for the proper call center staffing, anomalies can and do happen. But, during the busiest of times, a call queue can save the day!
Enghouse Interactive
JUNE 17, 2020
As an added benefit, studies have found that this approach also reduces lost or abandoned calls, increasing the number of calls handled satisfactorily. IVR / Mobile IVR / Chatbots / CRM integrations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%.
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