Abandon Rate

Also found in: Acronyms.

Abandon Rate

The number of phone calls a telemarketer makes that the potential customer or contact hangs up on automatically without listening, expressed as a percentage of total phone calls made. A high abandon rate may indicate the telemarketer is not performing his/her job efficiently.

References in periodicals archive ?

Evidenced by high abandon rates among users within six months following initial product adoption, accelerated speed to market for many companies has unfortunately come at the cost of a substantial imbalance between user needs, the technology, and a solid business case.

How needs characterization helps OEMs win the wearables race

But regardless of whether an agent or IVR picks up the call, measuring abandon rates is an inexact science because many other factors could influence the caller's decision to hang up before completing his task.

Customer service metrics that matter: one-third of companies are missing the mark. Don't let yours be one of them

If your abandon rate is a concern, Web analytics enables organizations to track critical processes and identify the exact points that users opt out of the purchase process.

Payment systems: in this case, it's all about the repeat purchase

Abandon rate measures the percentage of posts never responded to or looked at.

Opening doors: what to consider in launching a social care program

-Sweden to abandon rate hikes for the rest of the year

The survey found that 80% of call centres are using more than one service level measurement for voice calls, with 44% tracking three service levels: Average Speed to Answer (ASA), percentage of calls answered in a certain time and Abandon Rate (AR).

70% Of Call Centre Fail To Meet Targets

With the right offer popping up at the right time, the customer is pushed through faster and the abandon rate drops.

Pushing the Carts Through

Their goals, in addition to issuing trouble tickets on fewer than 50% of all calls, include a call abandon rate below 5%, immediate answer on 80% of all calls, and an average call hold time below 15 seconds.

Who ya gonna call? Help from the help desk

The 24/7 TSC has achieved an excellent milestone of call abandon rate at 1.1%.

IDS Next Becomes First Ever Hospitality Technology Provider to Offer Technical Support Through Live Chat

Meanwhile, the abandon rate for the phone channel was 0.6 percent, and for chat, 4.3 percent.

Blu's market expansion leads to NetSuite rollout: E-cigarette manufacturer builds brand awareness and customer satisfaction with case management

Yet while standard metrics like average speed of answer (ASA), average handle time (AHT), hold time, and abandon rate are still widely accepted, they aren't always relevant beyond phone-based transactions.