Calculating Abandon Rate in Light of Customer Experience and IVRs

Taylor Reach Group

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. Abandon rate is 10/ (10+90) which is 10%. An Interactive Voice Response (IVR) system requires more detailed analysis of abandons.

How to Use Phone Metrics to Make Better Business Decisions

Jive

When mining phone metrics for those key measures that will improve decision making, start with: Call volume. Response times and wait times. Measure how quickly your staff responds to inbound calls along with wait times. Call duration. Abandon rate.

Managing Call Queues for Customer Service Call Centers

Tenfold - Contact Center Blog

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. What is a Call Queue? Reduced Call Abandonment Rates.

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. Many call center leaders view it as the most important KPI to track.