What is Call Abandonment Rate?
Call abandonment rate is the percentage of phone calls that are not answered by an agent within a certain period of time. Abandonment rates can be affected by a number of factors, including the number of agents available to answer calls or the average length of time it takes for an agent to answer a call.
And ideally, your business should work on reducing the call abandonment rate to a number that is as little as possible for optimal customer service experience.
How Do You Measure the Average Call Abandonment Rate?
To calculate your call abandonment rate, simply take the number of calls that are answered by an agent divided by the total number of calls received. This will give you a percentage that you can use to track your abandonment rate over time.
Though there are other more complex ways to measure it – the above is the easiest and quickest way to measure your average call abandonment rate.
What is a Good Call Abandonment Rate?
A good call abandonment rate is one that is as close to 0% as possible. However, that’s often impossible, and the bigger your business, the higher your call abandonment rate is likely to be. Most businesses will have an abandonment rate that is between 2% and 5%.
If you’re on the low end, that’s considered good, but if your numbers are closer to the 5% mark, then you need to find out what’s wrong and improve your customer service.
How Do You Improve Call Abandonment Rate?
There are a number of ways you can improve your call abandonment rate. First, make sure that you have enough agents available to answer calls during peak times. If you don’t have enough agents, your callers will be placed on hold for too long and eventually hang up.
You should also train your agents to answer calls quickly and efficiently. The average call abandonment rate is often affected by the length of time it takes for an agent to answer a call. If your agents are taking too long to answer calls, your abandonment rate will be higher.