It goes without saying that making your customers wait so long that they simply hang up (aka abandon the call) is a bad idea. It also goes without saying that this is rarely intentional (with the possible exception of my current cable provider).
Why Every Call Matters
Understanding why abandon rates matter isn’t rocket science. Customers can only hear “… your call matters to us …” so many times before they lose patience and end the call. Of those who abandon, a percentage will take their business elsewhere (or they’ll remember the experience when evaluating their next purchase). Many who abandon will dial again and again, escalating queue times with each call. It’s not hard to see the correlation between the abandon rate and customer retention. Continue reading