Call Abandonment Rate: A Customer Service KPI

Call Abandonment Rate is an essential Key Performance Indicator (KPI) in the field of Customer Service KPIs. It represents the percentage of inbound phone calls made to a call center or service desk that are abandoned by the customer before speaking to an agent. This metric provides valuable insights into the efficiency and effectiveness of a customer service team.

Overview

In the landscape of customer service, the Call Abandonment Rate is an effective measurement of customer frustration and service accessibility. A high Call Abandonment Rate typically indicates long wait times or inefficient routing of customer calls, both implying potential service deficiencies.

Conversely, a low Call Abandonment Rate usually signifies a well-organized and responsive customer service team, indicating that calls are being handled quickly, efficiently, and customers are not left waiting.

Calculating the Call Abandonment Rate

The Call Abandonment Rate is calculated by dividing the number of abandoned calls by the total number of incoming calls, then multiplying by 100 to get a percentage. The formula for the Call Abandonment Rate is:

Call Abandonment Rate = (Number of Abandoned Calls / Total Number of Incoming Calls) * 100

Explanation of the variables:

• Number of Abandoned Calls: This is the total number of incoming calls that are disconnected by the customer before connecting with a service representative.
• Total Number of Incoming Calls: This is the total count of all incoming calls during a given timeframe.

By keeping an eye on the Call Abandonment Rate and implementing strategies to decrease it, companies can aim for better customer satisfaction, which in turn, can lead to improved customer retention and a healthier bottom line.