Get the opportunity to grow your influence by giving your products or services prime exposure with Performance Magazine.

If you are interested in advertising with Performance Magazine, leave your address below or contact us at: marketing@smartkpis.com.

Advertise with us
logo1 KPI Certified

KPI of the Day – Customer Service: % Call abandon rate

FacebooktwitterlinkedinFacebooktwitterlinkedin
abandon

Definition

Measures the percentage of customer calls which are abandoned while in queue, waiting for service, from overall calls.

Purpose

To assess the efficiency in managing resources such as personnel and phone lines.

Recommendations

According to the marketing dictionary, the abandon rate is the percentage of the calls made by an automatic dialing device to prospective customers or by customers to a telemarketer that are not intercepted by a live operator before the prospect (customer) disconnects. Caller tolerance can change day by day, or hour by hour, in baffling ways.

Sometimes, when customers have to remain on hold for longer periods than they are used to, they wait. Other times, when service levels are good, abandonment rates are inexplicably high. An important service level indicator, % Call abandon rate is also influenced by consumer behavior, in which case its relevance for these purposes decreases.

High abandonment rates indicate the customer service center is not managing resources such as personnel and phone lines properly. Most centers strive to maintain an abandon rate of less than 2%.

One solution for silent calls is for organizations to play a recorded message to the consumer explaining why the call was silent and why no agent was available. They also must allow an unanswered call to ring four times or 15 seconds before disconnecting to allow consumers a reasonable time to answer and not be subjected to “dead air” after a few rings.


If you are interested in more Customer Service-related KPIs, smartKPIs.com subscriptions provide access to +500 KPI examples.

Our dedicated Library contains relevant resources to improve your KPI practices, and if you want to further improve your knowledge, feel free to explore our latest publications – The Sales and Customer Service KPI Dictionary and The Top 25 Customer Service KPIs – 2016 Extended Edition, or enroll in our Certified Customer Service Performance Professional course.

Image source:

 
KPI of the Day – Sales: $ Sales per labor hour
KPI of the Day – Utilities: # System Average Interruption Duration Index (SAIDI)
free

Tags: ,

Leave a comment

THE KPI INSTITUTE

The KPI Institute’s 2020 Agenda is now available! |  The latest updates from The KPI Institute |  Thriving testimonials from our clients |