submit query

Please fill with your details

  • # #

What is abandonment rate?

Abandonment rate of calls are measured by percentage of phone calls made to a call center or service desk that are abandoned by customers before getting connected to an agent of call center India. Abandonment rate of call has a direct connection with that of waiting time. The longer the waiting time or hold time, the higher the abandonment rate. Higher abandonment rate may indicate under-allocation of resources to the call center or help desk by the company, and can bring down the reputation of the company by offering poor customer service. Such circumstances might lead to loss of sales opportunities and highly dissatisfied customers.

Calculating abandonment rate

Consider two call centers A and B. A can handle traffic of 100,000 calls per day while B only 20,000.

Contact Center A

Of the 100,000 calls received, only 70,000 connect and are closed properly. Of the remaining 30,000, around 5,000 are to be dropped due to network issues and around 25,000 appear deliberately disconnected.

Contact Center B

Of the 20,000 calls it can handle, only 500 are dropped on account of legitimate network issues and another 500 is abandoned by the customer to reasons best known to them.

Technicalities of call abandonment rate

Call abandonment metric can be utilized in both strategic and tactical capacities. From strategic point of view, you should monitor this metric over the long term to identify patterns in your call center that you can fix through staffing or technical solutions. On the other hand, a tactical view helps in figuring out problems as they occur to stop a few dropped calls from escalating into a larger issue. Managers of call center services should assess caller abandonment rates so as to better understand how high abandon call impacts customer satisfaction in a call center.

Impact on customer experience

According to research estimates, 60% of customers do not wish to wait in the queue for more than a minute. The number of abandoned calls is growing at 20% per year, and it is not just limited to voice calls. While shopping online, customers abandon full shopping carts because of the tedious check-out process. This not only impacts customer experience but also affects the ROI of the company. Therefore, the management of the call center outsourcing must analyze and measure rate of abandon calls and should seek a more holistic approach of how to reduce abandon calls and enhance customer satisfaction in the call center.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


Top 10 BPO Companies in Kolkata

<p style="text-align: justify;">Out of the few methods to establish a place in the fiercely competitive business world that is not only related to the production qualit....

Read more>>

The Complete Guide to Inbound Call Centers

<div> <p>In the modern highly volatile corporate environment, quality customer service should never be sacrificed. A meticulously planned and efficiently managed inbound c....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.