KPI for Measuring of Abandon Rate posted in category Call Center

WinningKPI - Call Center - KPI for Measuring of Abandon Rate posted in category Call Center

Details:
This indicator is for measuring the number of calls that disconnect, or are disconnected, before the agent answers the calls, as a % of the total number of calls made to the call centre, in a given time period (usually one week). This is measured by dividing the number of calls disconnected by the total number of calls made to the call centre.
The Abandon Rate KPI is used to measure the performance of the call centre and is often looked at by customers (especially in business to business deals).The aim of the call center is to lower this rate and put in place all the systems and practices necessary to make this possible.

Formula:
Total number of calls disconnected/ total number of calls received x100

KPI Unit: %

KPI Time Frame: update weekly or monthly

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Example:
If a call centre receives around 6000 calls a week, but 800 of those disconnect before the agent can pick up the phone, the abandon rate is:
800/6000 x 100 = 13 % abandon rate
The call center's management can try identifying the reason of this abandon rate.
One of the most common reasons is the waiting time in the queue for the caller to be attended (in peak times it can take up to one hour for some call centres).
Oana Boteanu | + | September 9, 2012 at 7:50 am

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