- Abandon Rate
The percentage of inbound phone calls made to a call center or service desk that are abandoned by the customer before speaking to an agent. It is calculated as abandoned calls divided by total inbound calls (in percent). Abandon rates have a direct relation to waiting times. The longer the time that customers have to wait before being connected to an agent, the higher the abandon rate is likely to be.
For example, if a call center receives an average of 1,000 calls a day, of which 40 are abandoned by customers, the abandon rate is 4%.
High abandon times may indicate under-allocation of resources to the call center or help desk by the company, and can saddle a company with the reputation of offering poor customer service. It may also result in lost sales opportunities and highly dissatisfied customers, as anyone who has spent a significant amount of time waiting in a virtual queue for customer service can attest.
Investment dictionary. Academic. 2012.
Look at other dictionaries:
Fixed exchange-rate system — Foreign exchange Exchange rates Currency band Exchange rate Exchange rate regime Exchange rate flexibil … Wikipedia
Service Level Agreement — Le Service Level Agreement (SLA) est un document qui définit la qualité de service requise entre un prestataire et un client. Le Service Level Agreement, que l’on pourrait traduire en français par accord de niveau de service ou contrat de niveau… … Wikipédia en Français
Service level agreement — Le Service Level Agreement (SLA) est un document qui définit la qualité de service requise entre un prestataire et un client. Le Service Level Agreement, que l’on pourrait traduire en français par Contrat de niveau de service est donc un contrat… … Wikipédia en Français
University of Coimbra — Universidade de Coimbra Latin: Universitas Conimbrigensis Established 1290 … Wikipedia
Service level agreement — A service level agreement (frequently abbreviated as SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or… … Wikipedia
Austria — Austrian, adj., n. /aw stree euh/, n. a republic in central Europe. 8,054,078; 32,381 sq. mi. (83,865 sq. km). Cap.: Vienna. German, Österreich. * * * Austria Introduction Austria Background: Once the center of power for the large Austro… … Universalium
Russia — /rush euh/, n. 1. Also called Russian Empire. Russian, Rossiya. a former empire in E Europe and N and W Asia: overthrown by the Russian Revolution 1917. Cap.: St. Petersburg (1703 1917). 2. See Union of Soviet Socialist Republics. 3. See Russian… … Universalium
china — /chuy neuh/, n. 1. a translucent ceramic material, biscuit fired at a high temperature, its glaze fired at a low temperature. 2. any porcelain ware. 3. plates, cups, saucers, etc., collectively. 4. figurines made of porcelain or ceramic material … Universalium
China — /chuy neuh/, n. 1. People s Republic of, a country in E Asia. 1,221,591,778; 3,691,502 sq. mi. (9,560,990 sq. km). Cap.: Beijing. 2. Republic of. Also called Nationalist China. a republic consisting mainly of the island of Taiwan off the SE coast … Universalium
Germany — /jerr meuh nee/, n. a republic in central Europe: after World War II divided into four zones, British, French, U.S., and Soviet, and in 1949 into East Germany and West Germany; East and West Germany were reunited in 1990. 84,068,216; 137,852 sq.… … Universalium