Global Response
DECEMBER 2, 2022
Abandon rate. The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit. Abandon rate = calls abandoned รท (calls abandoned + calls answered). The inverse of the answer rate.
Tenfold - Contact Center Blog
JULY 9, 2018
To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.
Pointillist
JANUARY 25, 2019
Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls. Many find an adherence rate of 80% to be a good target.
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