Abandon Call Abandon rate Management Schedule adherence 
Global Response
DECEMBER 2, 2022
Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered).
Pointillist
JANUARY 25, 2019
Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. If it’s higher than expected, you may need to evaluate whether you have an adequate system for receiving incoming calls. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers.
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