What is Abandonment Rate?
Abandonment rate is the percentage of inbound calls that are terminated by the caller before reaching an agent. It’s a key call center performance metric that reflects the efficiency of call handling and the quality of the customer experience.
How to Calculate Abandonment Rate
Abandonment Rate = (Number of Abandoned Calls / Total Incoming Calls) × 100
Calls abandoned within a short threshold (e.g., 3 seconds) are often excluded from this calculation to account for accidental disconnects.
Why Abandonment Rate Matters
– High abandonment indicates long wait times or poor queue management
– Negatively impacts customer satisfaction and loyalty
– May signal understaffing or inefficient call routing
– Can lead to lost sales or unresolved service issues
Types of Abandonment Scenarios
Early Abandonment
The caller disconnects within a few seconds—usually accidental or immediate frustration.
Queue Abandonment
The caller hangs up after waiting too long in the queue.
IVR Abandonment
The caller exits during the interactive voice response menu without completing routing.
How to Reduce Abandonment Rate
– Monitor and improve average wait times
– Offer callback options during peak hours
– Staff appropriately based on forecasted volume
– Use announcements to update callers on expected wait time
– Optimize IVR to reduce frustration
Related Topics for Further Reading
– Abandoned Call
– Queue Time
– ACD
– Callback Queue
– Call Forecasting
