Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Call center metrics: Abandon Rates

Posted: by:

In follow up to our post about call center metrics goals, we are now starting to talk about specific metrics; the first one is Abandon Rates. Abandon rate is the percentage of calls that hang up before an agent could take the call (and did not get a busy signal).

What it measures:

  • It can be considered a measure of customer satisfaction. If customers hang up a lot, they might not like the speed of service.

Potential causes and implications: 

  • The longer it takes to answer a call, the higher are abandon rates
  • People who might have called wrong number hang up when they notice it (typically in first 10 seconds)
  • High abandon rates can inflate future call volumes (2nd, 3rd try of same caller), resulting in even higher rates
Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video