This week we present a new installment in our “Pitfalls” series which looks at common mistakes made when measuring or interpreting contact center metrics.
An abandoned call is one where the caller hangs up before reaching an agent. “Abandonment rate” is the fraction of all calls that are abandoned and is one of the most commonly used call center metrics. Its popularity comes from being simple to calculate and easy to understand. Furthermore, high abandonment is a symptom that is easy to correlate with a root cause: long hold times. (With most other metrics, it is not so straightforward to connect cause with effect.)
There are, however, a number of nuances in calculating abandoned rate. Ignoring the five pitfalls below could leave you with a misleading result. Continue reading