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.
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.
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.
The central bank of Sweden said that it would
abandon rate hikes for the rest of the year because of the advancing debt crisis in Europe.
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).
With the right offer popping up at the right time, the customer is pushed through faster and the
abandon rate drops.
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.
Meanwhile, the
abandon rate for the phone channel was 0.
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.
About the only solid bit of information we had was the call
abandon rate and that rate was unacceptable--running between seven and 10 percent.
Wait time thresholds were adjusted as needed to prevent an increase in
abandon rate.
