Dec 27, 2006
Call Abandonment Rates
Posted by: Connie Smith
Posted by: Connie Smith
Last week, I had a contact center manager inquire about acceptable call center abandonment percentage rates. As a best practice, centers should shoot for an abandon percentage somewhere between 2% to 3%. Understand that abandons should be calculated only after entering your switch and remaining on the line for 10 seconds.
After 10 seconds, you start counting abandons. The reason you do this is because customers calling in that hang up within the first 10 seconds are not doing so based on a low tolerance level. They are choosing to hang up for many reasons including they may have dialed the wrong number or changed their mind and decided to call back later because someone walked in their office. All major ACD systems have the ability to track abandon rates and any outside vendor should be able to provide you with reports in this area.
Post tags: call abandomnent, call center abandonment rates, contact center, call center, contact centre, call center reporting
2:47 PM
