What is Call Abandonment Rate?
FEBRUARY 2, 2021
Call abandonment happens when a customer hangs up before speaking to an agent. This may happen for a variety of reasons and it’s a contact center metric closely linked with customer satisfaction. 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)?