Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call? The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Here’s how to calculate the missed call rate for your call center: (Number of abandoned calls / total number of incoming calls) x 100.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Fonolo

JUNE 9, 2014

What percentage of those calls resulted in a second call because the agent wanted them off the phone quickly? Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer?

Service level 96

Service level Call Center Abandon rate Metrics 96