Investopedia explains '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.
|