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Glossary

What is abandonment rate?

Abandonment rate of calls are measured by percentage of phone calls made to a call center or service desk that are abandoned by customers before getting connected to an agent of call center India. Abandon rate of call have direct connection with that of waiting time. The longer the waiting time or hold time, the higher is abandonment rate. Higher abandon rate may indicate under-allocation of resources to the call center or help desk by the company, and can bring down the reputation of the company by offering poor customer service. Such circumstances might lead to loss of sales opportunities and highly dissatisfied customers.

Call abandonment metric can be utilized in both strategic and tactical capacities. From strategic point of view, you should monitor this metric over the long term to identify patterns in your call center that you can fix through staffing or technical solutions. On the other hand, a tactical view helps in figuring out problems as they occur to stop a few dropped calls from escalating into a larger issue. Managers of call center services should assess caller abandonment rates so as to better understand how high abandon call impacts customer satisfaction in a call center.

According to research estimates, 60% of customers do not wish to wait in the queue for more than a minute. The number of abandoned calls is growing at 20% per year, and it is not just limited to voice calls. While shopping online, customers abandon full shopping carts because of the tedious check-out process. This not only impacts customer experience but also affects the ROI of the company. Therefore, the management of the call center outsourcing must analyze and measure rate of abandon calls and should seek a more holistic approach of how to reduce abandon calls and enhance customer satisfaction in the call center.

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