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Call abandonment rate is the percentage of total inbound customer service calls in which the customers hang up before engaging with a live customer service agent.
Abandonment rate is influenced by factors such as the speed in which the customer is connected to a live agent and the degree to which a customer is dissatisfied with the product or service they’ve called in for.
KPI benchmarks regarding call center abandonment rate can be scaled to examine call drops by time of day, geographical region and duration of total call length. These data sets can be used to improve efficiencies regarding wait times. The benefits of a relatively low abandonment rate correlate with customer satisfaction and brand loyalty.
In general, a call center abandonment rate of between 5-8% is considered the industry standard.