Tag Archives: call

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

Calls answered first time

Definition:
Number or percentage of calls that has been answered by the first line, not having to be transferred to another party (second serviceline).

Calculation:
(Number of calls answered at first line / total number of calls) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Efficient operations