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.
measures the percentage of posts never responded to or looked at.
Global Banking News-February 16, 2012--Sweden to abandon rate
hikes for the rest of the year(C)2012 ENPublishing - http://www.enpublishing.co.uk
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
With the right offer popping up at the right time, the customer is pushed through faster and the abandon rate
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.
The 24/7 TSC has achieved an excellent milestone of call abandon rate
Meanwhile, the abandon rate
for the phone channel was 0.6 percent, and for chat, 4.3 percent.
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.