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Some call centers use the abandoned rate as the only measurement to judge how efficiently the
center is being managed. While this is one way to assess performance, it should be used in
conjunction with the service level requirements.
Abandons are tricky, as there is no industry average. Caller tolerance is the indicator for each type of
center. If your center is a tax collection agency, then callers have a higher level of tolerance than a
sales center. If a caller has only one choice to resolve their problem, they will wait to speak to an
agent as they understand hanging up means starting all over in the queue next time.
Regardless of the call center, if customers are made to stay in queue for any length of time, it is not
always a delightful call when they do finally speak to an agent. It is unfair to the caller and the agent.
The agent has to listen to the customer complain about waiting in queue, which is now increasing
the call duration, thus making the next caller wait and so the cycle begins. And no one likes to be
yelled at for something they have no control over.
How do you determine an acceptable abandon rate? If you are meeting your service level objectives,
then generally abandons will not be an issue. On the other hand, you might find that you are not
meeting service level and abandon rate is also low. We work with a tax agency, that rarely meets
their service level during peak tax season, but their abandon rate is not an issue. Also, caller
tolerance may be impacted by who is paying for the call.
The key look at all factors that might affect abandons and don’t jump to a conclusion without proper
analysis.
center is being managed. While this is one way to assess performance, it should be used in
conjunction with the service level requirements.
Abandons are tricky, as there is no industry average. Caller tolerance is the indicator for each type of
center. If your center is a tax collection agency, then callers have a higher level of tolerance than a
sales center. If a caller has only one choice to resolve their problem, they will wait to speak to an
agent as they understand hanging up means starting all over in the queue next time.
Regardless of the call center, if customers are made to stay in queue for any length of time, it is not
always a delightful call when they do finally speak to an agent. It is unfair to the caller and the agent.
The agent has to listen to the customer complain about waiting in queue, which is now increasing
the call duration, thus making the next caller wait and so the cycle begins. And no one likes to be
yelled at for something they have no control over.
How do you determine an acceptable abandon rate? If you are meeting your service level objectives,
then generally abandons will not be an issue. On the other hand, you might find that you are not
meeting service level and abandon rate is also low. We work with a tax agency, that rarely meets
their service level during peak tax season, but their abandon rate is not an issue. Also, caller
tolerance may be impacted by who is paying for the call.
The key look at all factors that might affect abandons and don’t jump to a conclusion without proper
analysis.