What is abandon rate in contact center and how to calculate ?

 What is abandon in contact center?

Call Abandon or transaction abandon Rate is how many customers terminate their call before it is answered in the contact center.

There are two types of abandon.

1. Short abandon.
2. Long abandon.

* What is short abandon?

If any transaction getting terminated before the threshold time ( within 30sec) is considered as shore abandon.

* What is long abandon?

If any transaction gets terminated post threshold it’ll be considered as long abandon or abandon transaction.

What is the formula used to calculate abandon ?

There are two ways you can calculate Abandon.

1. with short abandon transactions.
2. Without short abandon transactions.

* With short abandon formula.

Abandon rate =
Number of abandon call / number of calls offered.

Without short abandon calls.

Abandoned rate =

Number of calls abandoned - short abandon calls / offered calls.

How to calculate abandon in contact center ?

It’s very easy and simple way to calculate your abandon.

Let’s assume contact center receives 500 calls and 25 calls got abandon after the threshold and 10 of them were before threshold (shore abandon).

* Total calls : 500
* Abandoned calls : 25
* Short abandoned calls: 10

Method one with short abandon.

Abandon = (25 + 10) / 500

Answer is. 7%

Second method without short abandon call.

Abandon = 25 / 500

Answer is. 5%.

I hope this will be helpful to everyone. Please feel free to comment or ping back if I’m missing any 😇

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