Abandon rate call center workforce Interactive Voice Response Schedule adherence 
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
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. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.
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