Abandon Call Contact Center industry standards Morale 
Balto
NOVEMBER 8, 2022
If an agent spends more time on after-call work than necessary, you can make the data input process more straightforward and improve your agent training methodologies. Call Volume. Call volume is the average number of outgoing and incoming calls a contact center handles in a given time frame.
Taylor Reach Group
MARCH 19, 2018
A third factor or metric is often added to Service Level: that is Abandoned Calls. Abandoned Calls can be defined as the percentage of callers who elect to hang up, or abandon while waiting in the queue before an agent answers the call. Low occupancy can also lead to poor morale and agent dissatisfaction.
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