Abandon Call Average Handle Time Feedback industry standards 
Hodusoft
APRIL 26, 2023
It is calculated by dividing the total number of inquiries resolved on the first attempt by the total number of calls handled by agents multiplied by 100. A higher call resolution rate indicates efficient customer service. As per a well-known study, the industry standard for the FCR is about 70 to 75 percent.
Balto
NOVEMBER 8, 2022
The average call abandonment rate (ACAR) indicates the number of customers that abandon calls if they wait on hold for too long. When calculating the ACAR, it’s important to neglect calls that were abandoned in the first few seconds since these calls are mostly made by customers by accident.
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