Abandon rate Benchmark call center workforce Interactive Voice Response 
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. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered).
Playvox
JUNE 22, 2023
Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies.
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