Abandon rate—caller gives up

Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations’ employees. A possible reason is a high average waiting time.

Variables: Number of callers giving up before speaking to an employee, total number of callers

Measured as: Value ($/€),

Calculation: (Number of callers giving up before speaking to an employee / total number of callers) * 100%

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Posted in All sectors, Customer, KPI, Sales / Aftersales

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