Call abandonment is one of the biggest challenges facing customer service teams today. It is a prominent part of the customer experience, and can have a major impact on customer satisfaction and loyalty. When a customer calls your business and hangs up before they are connected to a representative, they may leave with a negative impression of the customer service they received, potentially leading to a decrease in brand loyalty. It is important to understand the causes of call abandonment and work to reduce it by taking proactive steps to improve the customer experience. Understanding the customer journey and implementing an effective call abandonment strategy can help customer service teams quickly and effectively handle customer inquiries, resulting in improved customer satisfaction and loyalty. This blog post will explore the causes of call abandonment, how to measure it, and how to reduce it in order to improve the customer experience.
Call Abandonment
Why is call abandonment an important KPI?
The call abandonment rate is a crucial KPI to track because it can give important information about customer retention and satisfaction. Additional justifications for keeping an eye on the call abandonment rate include:
Evaluates call response times
For measuring how long it takes to connect with customers and handle requests, call abandonment is a crucial KPI. The amount of time it takes for agents to respond to customer inquiries can have an impact on the call abandonment rate because long wait times may tempt customers to hang up more frequently. However, faster response times can decrease the call abandonment rate. Additionally, tracking call abandonment can help you identify and address issues like poor service connections or dropped calls that result in slower response times.
Supports projections
Estimating the call average for upcoming sales periods requires tracking call abandonment as well. Businesses can measure the call abandonment rate to see if this metric fluctuates, giving them a better idea of how many calls to anticipate being completed each period. The capacity to forecast call volume is crucial because it enables companies to set minimum call quotas in order to meet revenue targets.
Assesses team performance
The individuals in charge of making sure client calls are successful are frequently members of the sales and customer service teams. As a result, a crucial KPI for assessing certain aspects of team performance is the call abandonment rate. For instance, businesses can assess call abandonment rates to gauge the efficiency of their customer service, support, and communication strategies.
Gives insight into customer satisfaction
The rate of dropped calls is crucial for gauging customer satisfaction. A lower call abandonment rate can be a sign that salespeople use software, communication, and support methods that enable them to quickly connect with and help customers. Higher customer satisfaction is attained when assistance is given quickly to clients in order to help them overcome obstacles, find answers to questions, find information about goods or services, or make purchases.
What is call abandonment?
The number of sales calls that customers end or disconnect from before call representatives can transfer them to sales agents is known as call abandonment. This metric is crucial for businesses because it can shed light on the effectiveness and caliber of customer service and support teams. Numerous factors, such as prolonged hold times, poor service connections, or incorrect contact information, can lead to call abandonment. So monitoring the call abandonment rate can be very important for enhancing business procedures. By using the following formula, you can calculate the call abandonment rate:
Call abandonment rate is calculated as follows: (total calls – total calls that were successful) / total calls.
The total number of calls in the formula represents the number of calls that customer service teams place or receive. The number of customer calls that are successfully resolved by representatives is the total number of completed calls. The call abandonment rate is the proportion of calls that a business loses out of all the calls that its customer service representatives take.
How to measure the call abandonment rate
Use the formula and the steps below as a reference to determine the call abandonment rate:
1. Determine the total number of calls for the period
Determine the total number of customer calls made during the specified time. This value is the total number of outbound calls that salespeople make over a specific time period in outbound sales. The total number of calls in inbound sales refers to all customer calls that a business receives. Assume, for instance, that an inbound call center receives customer service calls to address internet service issues. Within 30 days, the company takes 1,200 customer calls. This number is the first variable in the formula:
Call abandonment rate is calculated as follows: (total calls – total calls that were answered) / (total calls).
Call abandonment rate is calculated as (1,200 – total calls completed) / (total calls).
2. Subtract the number of completed calls
Find out how many customer calls support personnel handled during the same time period. The total number of calls that support agents are able to resolve with customers is reflected in the number of completed calls. Substitute the number of finished calls in the formula and deduct the 1,200 total inbound calls from the previous example. Applying this to the formula, the result is: If the example company successfully handles 1,080 calls.
Call abandonment rate is calculated as follows: (total calls – total calls that were answered) / (total calls).
Call abandonment rate is calculated as (1,200 – 1,080) / (total calls).
Call abandonment rate = (120) / (total number of calls)
3. Divide the sum by the total number of customer calls
The percentage of unanswered calls is indicated by the call abandonment rate. Divide the difference from the previous step by the total number of calls to obtain the percentage. Assuming the inbound service provider determines its call abandonment rate as follows:
Call abandonment rate is calculated as follows: (total calls – total calls that were answered) / (total calls).
Call abandonment rate is calculated as (1,200 – 1,080) / (total calls).
Call abandonment rate = (120) / (1,200) = 0. 1 = 10%.
4. Evaluate the call abandonment rate
Numerous call centers assess their call abandonment rate and compare it to industry benchmarks. A lower abandonment rate typically indicates that customer service teams and support procedures are effective and deliver satisfactory results. Most of the time, businesses think a 10% abandonment rate is too high and take steps to lower it.
Tips for reducing call abandonment rate
To lower the call abandonment rate, take into account the following advice:
FAQ
What is call abandonment in call center?
A call or other form of contact made to a call center that is terminated before any conversation can take place is known as an abandoned call. When inbound calls are dropped, it’s frequently because the caller gets impatient waiting on hold.
What is call abandonment rate?
Calls that are dropped or disconnected by the caller before getting through to the agent are referred to as abandoned calls. Caller may have hung up after waiting an excessive amount of time in line or due to a connection issue. Abandoned call may also be referred to as abandoned contact.
How is call abandon calculated?
The abandon rate for an inbound call center is the proportion of inbound phone calls to a call center or service desk that the customer hangs up on before speaking to an agent. Calculation: Total inbound calls divided by the number of abandoned calls. Abandon rates have a direct relation to waiting times.
