What is a good target for call abandonment for a large call center?

 

Myra’s answer to What is a good target for call abandonment for a large call center?

Call abandonment is extremely tough to forecast and truly, there is no industry standard for acceptable levels of call abandonment. Some industry experts will tell you to aim at 6% or less, while others will tell you that 3% is unacceptable. 

Here’s some research you can benchmark against:

*According to the Help Desk Institute, the median call abandon rate among support call centers is 4%.

*Purdue Research Foundation’s benchmarking study found that participating call centers answered abandoned 5.85%

My advice is to determine what feels right for your business and to also realize that several factors affect caller tolerance.

Customer Service Q & A

Myra Answers YOUR Questions

Myra Golden

Myra looks forward to answering your questions about customer service, contact center management, and customer service training. Please e-mail Myra at info@myragolden.com or tweet her at @myragolden.

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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