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Abandon Rate

What is 'Abandon Rate'

The percentage of inbound phone calls made to a call center or service desk that are abandoned by the customer before speaking to an agent. It is calculated as abandoned calls divided by total inbound calls (in percent). Abandon rates have a direct relation to waiting times. The longer the time that customers have to wait before being connected to an agent, the higher the abandon rate is likely to be.

Explaining 'Abandon Rate'

For example, if a call center receives an average of 1,000 calls a day, of which 40 are abandoned by customers, the abandon rate is 4%.


High abandon times may indicate under-allocation of resources to the call center or help desk by the company, and can saddle a company with the reputation of offering poor customer service. It may also result in lost sales opportunities and highly dissatisfied customers, as anyone who has spent a significant amount of time waiting in a virtual queue for customer service can attest.

Abandon Rate FAQ

What is a good abandon rate for a call center?

Abandon Rates between 5 and 8% are considered normal. However, based on time of day and industry, rates can get as high as 20%.

What is a formula for calculating abandon%?

Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100.

What call abandon means?

An abandoned call: Did not reach the agents because the caller hung up while in the waiting queue or in the IVR. Was routed to voicemail from the waiting queue without being presented to an agent (via voicemail IVR option), and the caller hung up before leaving voicemail.

How do I stop call center abandoned calls?

Consider using any of the following to reduce call abandonment: Announce estimated wait time. Offer virtual queuing. Use media blending. Dial abandoned calls during off-peak times. Occupy the customer's time. Play engaging announcements and/or music. Offer self-service.

How do you forecast abandon rate?

The first step to predicting call abandon rates is to identify when the contact centre was operating at its best and worst service levels, noting the abandon rates at each. Then, make a note of the service level and abandon rate during each thirty-minute reporting period over the past couple of weeks.

What percentage of users abandon their shopping cart?

around 76% of users abandon their shopping cart.

What is the industry standard for abandoned calls?

Generally, a call center abandonment rate between 5% and 8% is industry-standard. 10% means you're getting into “high” territory.

Further Reading




FAQ


What is a good abandon rate for a call center?

Abandon Rates between 5 and 8% are considered normal. However, based on time of day and industry, rates can get as high as 20%.

What is a formula for calculating abandon%?

Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100.

What call abandon means?

An abandoned call: Did not reach the agents because the caller hung up while in the waiting queue or in the IVR. Was routed to voicemail from the waiting queue without being presented to an agent (via voicemail IVR option), and the caller hung up before leaving voicemail.

How do I stop call center abandoned calls?

Consider using any of the following to reduce call abandonment: Announce estimated wait time. Offer virtual queuing. Use media blending. Dial abandoned calls during off-peak times. Occupy the customer's time. Play engaging announcements and/or music. Offer self-service.

How do you forecast abandon rate?

The first step to predicting call abandon rates is to identify when the contact centre was operating at its best and worst service levels, noting the abandon rates at each. Then, make a note of the service level and abandon rate during each thirty-minute reporting period over the past couple of weeks.

What percentage of users abandon their shopping cart?

around 76% of users abandon their shopping cart.

What is the industry standard for abandoned calls?

Generally, a call center abandonment rate between 5% and 8% is industry-standard. 10% means you're getting into “high” territory.