What is Call Abandonment Rate?
FEBRUARY 2, 2021
Call abandonment happens when a customer hangs up before speaking to an agent. Contact centers the world over aim for an abandonment rate around the 5% mark. Obviously, a lower rate is great and a higher rate signals a potential problem. How then do you calculate your Call Abandonment Rate (CAR)? How to calculate Call Abandonment Rate. First, figure out how many calls were abandoned. Call Abandonment Rate pitfalls.