Abondon Rate

Topic Views - 188

Operations Lead

Hilton Hhonons

Abondon Rate
Does anyone know what an ideal adandon rate is for a Support Desk (Help Desk)? This Help Desk provides answers to agents from the our main Service Center (CC). I need to find out what a perfect abandon rate for this desk would be.

Workforce Manager Europe

HP

Abandon Rate
In the contact centre I work in its between 3 - 5%

Regards

Tim

Contact Centre Consultant

DarrylBeckford Limited

Interesting choice of phrasing....
...'cause I'd say the
>perfect abandon rate is 0%.

(grin)

Call Centre Manager

.

Or is it?
I'm guessing that this was slightly tongue in cheek, but is 0% really the perfect acr? Does it not mean huge inefficiencies?

I would say that 3-5% is typical (Although I once worked for a company targetted at 5%, bt didn't worry unless it went over 10%!)

Z

CC Operations Design Specialist

Financial Services

Reason for abandon
I would say the RCA for abanodonment is more important than the %.

In our company for example, during month end, a message is put on the line to kill of FAQ; in this situation a high abandonment rate is a success measure.
There is an argument that says abandonment outside of SLA is not service driven, therefore should be taken out of the % analysis; this may be especially true in a help desk environment,where a likely reason for abandonment inside SLA is that the problem resolved itself somehow.

Freelance author

Go4Customer

Abandon Rate
Abandon rate 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. http://www.go4customer.com

Freelance author

Live Customer Service Software

Abondon Rate
If a support desk receives an average of 1,000 calls a day, of which 30 are abandoned by customers, then the abandon rate is 3%

Abondon Rate
Abandon rate can be defined as the %age of inbound 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. https://www.theoctopustech.com/

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