Call Abandonment Rate
What is call abandonment rate?
In the context of call abandonment rate, it refers to the percentage of inbound calls that are terminated by the caller before reaching a customer service representative. This often happens due to long hold times or frustration with automated systems.
How do you calculate call abandonment rate?
To determine the call abandonment rate, divide the number of calls that were disconnected before being answered by the total number of inbound calls, then multiply the result by 100. This percentage gives a clear view of how many callers are not reaching support.
What does abandoned call ratio mean in call abandonment rate?
The abandoned call ratio within the call abandonment rate metric represents how frequently customers hang up before connecting with an agent. It’s a critical KPI for measuring service accessibility and customer satisfaction.