Abandon rate—caller gives up

Definition:
Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations' employees. A possible reason is a high average waiting time.

Calculation:
(Number of callers giving up bevore speaking to an employee / total number of callers) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace

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