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Workforce Manager Europe
Contact Centre Consultant
>perfect abandon rate is 0%.
Call Centre Manager
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%!)
CC Operations Design Specialist
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.
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