Call Center Glossary

Abandonment Rate

Abandonment Rate is a call center KPI that measures the percentage of inbound calls disconnected by customers before reaching an agent. It highlights issues like long wait times, poor call routing, or understaffing. A high abandonment rate can impact customer satisfaction and operational efficiency.

Definition

Abandonment Rate refers to the percentage of inbound calls that are disconnected by customers before they are answered by an agent. It is calculated by dividing the number of abandoned calls by the total number of calls in a given period.

Formula
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Abandonment Rate = (Abandoned Calls / Total Calls) × 100

Example Use Case

A call center receives 1,000 inbound calls in a day. Of these, 150 are abandoned before any agent answers. The abandonment rate for the day would be:

Abandonment Rate = (150 / 1,000) × 100 = 15%

This high rate may prompt the call center management to review staffing levels or adjust the automated phone system to reduce wait times and improve customer satisfaction.

Related Terms

Average Speed of Answer (ASA): The average time it takes for a customer to reach an agent.
Service Level: The percentage of calls answered within a certain threshold, such as 30 seconds.
First Call Resolution (FCR): The percentage of calls resolved on the first contact without requiring follow-up.
Call Waiting Time: The amount of time a customer waits in the queue before being connected to an agent.

Best Practices

Optimize Staffing: Ensure there are enough agents during peak hours to minimize wait times.
Implement Call Back Systems: Offer customers the option to receive a call back instead of waiting in the queue.
Improve IVR Systems: Streamline Interactive Voice Response (IVR) systems to quickly route calls to the appropriate agent or department.
Monitor Trends: Regularly analyze abandonment rates and adjust strategies to reduce the rate, especially during busy periods.
Customer Communication: Keep customers informed about wait times through recorded messages or updates in the queue to manage expectations.

FAQ

Why is abandonment rate important?
Abandonment rate is important because it reflects customer dissatisfaction, often due to long wait times. A high abandonment rate can lead to missed opportunities for service and potential loss of customers.

What is a good abandonment rate?
A typical industry standard for abandonment rates is around 5% to 8%, though this can vary depending on the type of call center and its service goals.

How can I reduce the abandonment rate?
Reducing abandonment rates can be achieved by improving call routing, enhancing staff availability, reducing wait times, and offering self-service options like FAQs or chatbots.